Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue
Thank you! This seems to be doing the right thing, while still not notifying the user of the change. It's exactly what I was hoping for. It felt great to close the ticket my boss made on this issue back in November! On Thu, Feb 23, 2017 at 12:06 PM, Shawn M Moore wrote: > Hey Robert, Alex, > > Is this just a display bug or are we not using the proper method to change > the owner of the Ticket? > > > You're not using the proper method. > > # do the actual 'status update' > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => > $Actor, RecordTransaction => 0); > > > Should instead be: > > my ($status, $msg) = $self->TicketObj->SetOwner($Actor); > > What works: When user is first to correspond, Scrip executes and in Ticket > view the Owner is set as expected. > > > What doesn’t work: If we go into the queue and list all the open tickets, > the owner will be listed as “nobody” in this view, but if you open the > ticket, there is an owner. If you change the owner to someone else and > change it back, then it seems to fix this issue. > > > The reason you need to use SetOwner is that the owner of a ticket is > represented in two different database tables. The first is in the > GroupMembers table, alongside Requestors, Ccs, and AdminCcs, and custom > roles. This is what provides features like permissions. It's also what's > used when you display the "Owner" column in search results. Tickets _also_ > store their owner denormalized in the tickets table. This is used in, among > other places, displaying the owner on ticket display, and in email > notifications. > > ->Set(Field => 'Owner') only updates the latter. ->SetOwner updates both. > > This explains the inconsistencies you're seeing. Please try switching your > scrip to ->SetOwner and seeing if it helps for tickets going forward. For > existing tickets with this problem, you'll need to address the consistency > issue. > > It turns out that, for different reasons entirely ( > https://issues.bestpractical.com/Ticket/Display.html?id=32381 ), RT 4.4.2 > adds an upgrade step and an rt-validator rule that detects and fixes such > inconsistencies. You can find them here: > > https://github.com/bestpractical/rt/commit/58bacce6ada754657c7f56fd91f20c > 573108c1ab > https://github.com/bestpractical/rt/commit/20d8daf6855e3c53ee8a79d6827194 > 1d4cdca159 > > Best, > Shawn > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue
> On Feb 23, 2017, at 09:19, Kenneth Marshall wrote: > Hi Alex and Robert, > > What happens if you set RecordTransaction to 1/true? I have not checked the > code, > but I would imagine that if you do not record the transaction, the cache > infrastructure > would not invalidate the old entry and would continue to serve stale data. > Something > to try perhaps. I've tried both, and neither made a difference as far as I remember. > On Feb 23, 2017, at 09:19, Kenneth Marshall wrote: > > On Thu, Feb 23, 2017 at 08:51:29AM -0500, Alex Hall wrote: >> I'm going to send the email I normally hate to receive. If you ever figure >> this out, please share it with the list! >> >> I have a script to assign the ticket creator as the owner on creation, which >> works perfectly. Like you, though, the owner fails to display properly in >> ticket lists but works if you open a ticket. This has annoyed all our staff >> for months, but when I asked about on this list, we couldn't work out what >> the problem was. >> >> Sorry you're running into this, but at the same time, I'm glad to know it's >> not just me. :) >>> On Feb 23, 2017, at 08:13, Robert Blayzor wrote: >>> >>> Running RT 4.4.1 - running fine for years and probably never noticed this >>> before. We have a Scrip that runs that probably carried over from the >>> pre-RT4 days. >>> >>> >>> Pretty common function is to change the Owner of the ticket from “Nobody” >>> to the first person to correspond if they are a privileged user in RT. The >>> Scrip is below and it does work. (kind of). >>> >>> >>> What works: When user is first to correspond, Scrip executes and in Ticket >>> view the Owner is set as expected. >>> >>> >>> What doesn’t work: If we go into the queue and list all the open tickets, >>> the owner will be listed as “nobody” in this view, but if you open the >>> ticket, there is an owner. If you change the owner to someone else and >>> change it back, then it seems to fix this issue. >>> >>> >>> Is this just a display bug or are we not using the proper method to change >>> the owner of the Ticket? >>> >>> >>> >>> Here is the Scrip we’ve been using: >>> >>> # Condition: On correspond >>> # Action: User Defined >>> # Template: blank >>> >>> my $Actor = $self->TransactionObj->Creator; >>> my $Queue = $self->TicketObj->QueueObj; >>> >>> # if actor is RT_SystemUser then get out of here >>> return 1 if $Actor == $RT::SystemUser->id; >>> >>> # get out unless ticket owner is nobody >>> return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; >>> >>> # get out unless $Actor is not part of AdminCc watchers >>> return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor); >>> >>> # do the actual 'status update' >>> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => >>> $Actor, RecordTransaction => 0); >>> unless( $status ) { >>> $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" ); >>> return undef; >>> } >>> return 1; >>> > > > Hi Alex and Robert, > > What happens if you set RecordTransaction to 1/true? I have not checked the > code, > but I would imagine that if you do not record the transaction, the cache > infrastructure > would not invalidate the old entry and would continue to serve stale data. > Something > to try perhaps. > > Regards, > Ken
Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue
I'm going to send the email I normally hate to receive. If you ever figure this out, please share it with the list! I have a script to assign the ticket creator as the owner on creation, which works perfectly. Like you, though, the owner fails to display properly in ticket lists but works if you open a ticket. This has annoyed all our staff for months, but when I asked about on this list, we couldn't work out what the problem was. Sorry you're running into this, but at the same time, I'm glad to know it's not just me. :) > On Feb 23, 2017, at 08:13, Robert Blayzor wrote: > > Running RT 4.4.1 - running fine for years and probably never noticed this > before. We have a Scrip that runs that probably carried over from the pre-RT4 > days. > > > Pretty common function is to change the Owner of the ticket from “Nobody” to > the first person to correspond if they are a privileged user in RT. The Scrip > is below and it does work. (kind of). > > > What works: When user is first to correspond, Scrip executes and in Ticket > view the Owner is set as expected. > > > What doesn’t work: If we go into the queue and list all the open tickets, the > owner will be listed as “nobody” in this view, but if you open the ticket, > there is an owner. If you change the owner to someone else and change it > back, then it seems to fix this issue. > > > Is this just a display bug or are we not using the proper method to change > the owner of the Ticket? > > > > Here is the Scrip we’ve been using: > > # Condition: On correspond > # Action: User Defined > # Template: blank > > my $Actor = $self->TransactionObj->Creator; > my $Queue = $self->TicketObj->QueueObj; > > # if actor is RT_SystemUser then get out of here > return 1 if $Actor == $RT::SystemUser->id; > > # get out unless ticket owner is nobody > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > > # get out unless $Actor is not part of AdminCc watchers > return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor); > > # do the actual 'status update' > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => > $Actor, RecordTransaction => 0); > unless( $status ) { > $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" ); > return undef; > } > return 1; > > > > > > > > > >
[rt-users] excluding queue in RT SQL
Hi all, Just a quick question, and one I feel like I should know. In RT's implementation of SQL, how do I specify a queue; name or ID? We have a cron job that runs, using SQL to search for tickets. I'm being asked to exclude a specific queue from this search. Do I need to use "queue <> 'queue name'" or "queue <> 7"? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Search question: after a specific date
On Wed, Feb 1, 2017 at 11:24 AM, Barrett, Brian < brian_barr...@urmc.rochester.edu> wrote: > Dear RT, > > I have a question regarding the searching for “after” a specific date on 2 > consecutive months. The results for the current month include tickets from > the previous. See below > > When I do a search for > > Status = ‘resolved’ > > AND Owner = “user’ > > AND Resolved > ‘2016-12-31’ > > I get a specific total of 38 > > When I do a search for > > Status = ‘resolved’ > > AND Owner = “user’ > > AND Resolved > ‘201-01-31’ > Assuming this is 2017, not just 201 I get a specific total of 6 > > The 6 tickets showing for Feb are also in the report for Jan? Why? > Because you spcified > 2016-12-31, which encompasses everything up to today. Essentially, your two searches are identical, but one starts earlier than the other. You'd need to limit your date with something like Resolved < 2017-02-01 to eliminate anything past Jan 31. At least that's how I'm reading it; sorry if I'm mistaken. > I’m using RT v4.1.11 > > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Changing default format of ticket list in queue?
Sorry I wasn't clear. I'm talking about the results when you view all tickets for a certain queue. For instance, open a ticket in the Customer Service queue, and somewhere on that page is the queue name as a link. Clicking that link takes you to a page listing all active tickets in that queue. That list of tickets is what I want to modify. I didn't realize until just now that the list is simply an automatic search. I don't know how to modify the results page for this search without changing the results for *any* search. At least I have a place to start now. I was thinking that queues had special pages listing their active tickets, so I was looking for that template. On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny wrote: > Hi Alex, > > On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall wrote: > > Hi all, > > Where would I go to change the default format for the list of tickets > shown > > when you click a queue name? > > I presume you are talking about the Queue List? > > Can this be done on a queue-by-queue basis, or > > only as a modification to some template in share/html? > > I don't think there is anything out of the box that will do what you > want. That being said, we use a callback to tweak the output for just > a single queue. > > Note: the path may be different for the callback file location due to > us running 4.2. > > # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/ > Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/ > QueueSummaryByLifecycle/LinkBuilders > <%INIT> > my $umd_link_all = sub { > my ($queue, $all_statuses) = @_; > my @escaped = @{$all_statuses}; > > # People want to see resolved tickets in the calendar view > # of their QueueList - that is, for the Computer Management (CM) queue. > # Aside from this "if" statement, this sub routine was lifted from > # upstream's version. > if ($queue->{Name} eq 'CM') { > push @escaped, 'resolved'; > } > > s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting > > my $search = ${$build_search_link}->( > $queue->{Name}, > "(".join(" OR ", map "Status = '$_'", @escaped).")", > ); > > if ($queue->{Name} eq 'CM') { > my @fields = map > { "'__${_}__'" } > ( > 'Created', > 'Due', > 'Resolved', > 'Started', > 'Starts', > 'LastUpdated', > ) > ; > > my $format = $m->interp->apply_escapes( > join(',', @fields), > 'u', > ); > $search .= '&Format='.$format; > } > > return $search; > }; > > ${$link_all} = $umd_link_all; > > <%ARGS> > $build_search_link > $link_all > $link_status > > > Enjoy, > > -m > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Changing default format of ticket list in queue?
Hi all, Where would I go to change the default format for the list of tickets shown when you click a queue name? Can this be done on a queue-by-queue basis, or only as a modification to some template in share/html? I'd like to make some global changes, but for a few queues, have the value of a queue-specific CF in the list. Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Hiding menu options for particular user groups
You're on Apache, so I doubt you're also using an FCGI server like Enginx users have to? If you happen to be, you'll need to restart that separately, and not worry about Apache. At least, I just restart the FCGI server and not Nginx and it works. My only other idea is to reverse the order: clear the cache, *then* restart Apache. I can't think of anything else you should have to do. If it still doesn't work, check the names of your modified files in local/html/Elements. If the file(s) you worked on there don't match the names in share/html/Elements precisely, RT won't find and load your versions. On Wed, Jan 25, 2017 at 4:03 PM, Matthew Coons wrote: > Is there anything besides restarting apache and clearing the Mason cache > that I need to do for my changes to take effect? > > I found the callbacks that reference the "logout" button in the "Tabs" > file and I commented them out. > > I restarted apache and cleared the mason cache, but I still see the logout > option present. Even if I start a new session from a private webpage. > > Any ideas what I may be doing wrong? > > Thanks. > > Matt Coons > Incident Responder and Threat Analyst > Information & Infrastructure Assurance (IIA) > University of Michigan > > 734-764-4105 <(734)%20764-4105> > coo...@umich.edu > > On Wed, Jan 25, 2017 at 3:03 PM, Matthew Coons wrote: > >> Thanks Alex and Matt, this is really helpful! >> >> >> Matt Coons >> Incident Responder and Threat Analyst >> Information & Infrastructure Assurance (IIA) >> University of Michigan >> >> 734-764-4105 <(734)%20764-4105> >> coo...@umich.edu >> >> On Wed, Jan 25, 2017 at 2:48 PM, Matt Zagrabelny >> wrote: >> >>> https://docs.bestpractical.com/rt/4.4.1/writing_extensions.h >>> tml#Adding-and-Modifying-Menus >>> >>> On Wed, Jan 25, 2017 at 11:57 AM, Matthew Coons >>> wrote: >>> > Hello RT users, >>> > >>> > I wanted to know if anybody had a working example or was already >>> hiding RT >>> > menu options from logged in users? >>> > >>> > The first item I want to hide is the "Logout" button for all users. >>> We're >>> > using SSO so it's not required to be present. >>> > >>> > The second item I would like to hide (for a specific user group) is >>> the RTIR >>> > menu option. >>> > >>> > Any help or suggestions would be much appreciated, >>> > >>> > Thank you! >>> > >>> > Matt Coons >>> > >>> >> >> > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Hiding menu options for particular user groups
I don't have a specific example, but you can hide the Logout option with an overlay. cp [RT path]/share/html/Elements/Tabs [RT path]/local/html/Elements Now open the copy you just made, find the Logout option, and wrap it in a conditional, or add to the conditions already present. You can check the group membership of the current user, for instance. Once done, don't forget to clear your Mason cache and restart RT: find [RT path]/var/mason_data/obj -mindepth 1 -delete /etc/init.d/[RT script name] restart If you need more detailed instructions, let the list know. On Wed, Jan 25, 2017 at 12:57 PM, Matthew Coons wrote: > Hello RT users, > > I wanted to know if anybody had a working example or was already hiding RT > menu options from logged in users? > > The first item I want to hide is the "Logout" button for all users. We're > using SSO so it's not required to be present. > > The second item I would like to hide (for a specific user group) is the > RTIR menu option. > > Any help or suggestions would be much appreciated, > > Thank you! > > Matt Coons > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Limiting rt-crontool notifications to every n days?
Thank you, that looks like it'll work. Did your JSON-like syntax for updating fields ever make it into core for 4.4.1? I found the attachment in your linked message, but it's a bin file and I'm not sure what to do with it. On Tue, Jan 17, 2017 at 11:17 AM, Matt Zagrabelny wrote: > Hey Alex, > > On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall wrote: > > Hi all, > > RT is sending out notifications for old tickets just like we want it to. > If > > a ticket hasn't been updated in seven days and the status is open or new, > > the owner gets an email every weekday until the ticket is updated. What > I'd > > like to do, though, is have a way of changing that "every weekday" bit > for > > stalled tickets. > > > > Instead of warning users every weekday about tickets that are stalled and > > haven't been touched in a while, I'd like to warn them once or twice a > week. > > I can't run the cron job that seldom, though, or a ticket could go days > > longer than it should without being picked up. Is there any way to only > send > > an email to a user if the system has not emailed them in N days? I could > add > > a column to the Tickets table for this, or add a new table, but I always > > like to stay clear of database schema modifications if I can. Besides, I > > don't know how to interface with a custom table using RT SQL. > > I wouldn't alter the schema. > > > Is there any way of doing this? > > You could use a custom field. Something like "Last Email Notification > Sent At" or something equally verbose. ;) > > Then add that CF to your query about which tickets need to get email > notifications. > > We do essentially what you are asking about. We leverage two things: > > 1. rt-crontool can take multiple --action arguments > 2. A custom (but it could be "cored") scrip action. The scrip action > is ModifyCustomField. Here is a link to it: > > http://lists.bestpractical.com/pipermail/rt-devel/2016- > December/012601.html > > Here is one of our cron jobs that keeps track of when it sent an email > and also sends the email: > > 0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search > RT::Search::FromSQL --search-arg ' Queue = "Access Requests" AND > Status = "activated" AND ( ( "CF.{Renewal Verified At}" IS NULL AND > Created <= "1 year ago" ) OR ( "CF.{Renewal Verified At}" IS NOT NULL > AND "CF.{Renewal Verified At}" <= "1 year ago" ) ) AND ( "CF.{Renewal > Verification Sent At}" IS NULL OR "CF.{Renewal Verification Sent At}" > <= "20 days ago" ) ' --transaction-type Create --transaction last > --template "Access Request Renewal Verification" --action > RT::Action::MailRequestors --action-arg "" --action > RT::Action::ModifyCustomField --action-arg '{ "name": "Renewal > Verification Sent At", "operation": "set", "value": "now" }' > > -m > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] When replying to a new ticket a new ticket get created
That looks fine to me, though I'm no expert. I definitely don't see anything that would cause email replies to turn into new tickets. My only other idea is a rights problem, but I don't know RT well enough to know if it's even possible. My thought is that the users emailing replies don't have permission to comment or correspond on the tickets in question, so RT is making new tickets instead. But again, I don't know RT enough to say whether it would do that or not. It's just a thought. Still, it might be worth checking the rights, unless and until someone with more experience can help. On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson wrote: > Yes here it is: > I have no files in RT_SiteConfig.d/ > > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # If this file includes non-ASCII characters, it must be encoded in > # UTF-8. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this command: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > # > # You must restart your webserver after making changes to this file. > # > > # You may also split settings into separate files under the > etc/RT_SiteConfig.d/ > # directory. All files ending in ".pm" will be parsed, in alphabetical > order, > # after this file is loaded. > > Set( $rtname, 'uanet.se'); > Set( $Organization, 'uanet.se'); > Set( $Timezone, 'Europe/Stockholm'); > Set( $WebDomain, 'help.uanet.se'); > Set( $WebPort, 443); > Set( $WebPath, ''); > Set( $DatabasePassword, ’secret'); > Set($CorrespondAddress , ’supp...@uanet.se'); > Set($CommentAddress , 'support-comm...@uanet.se'); > Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443 helpdesk.uanet.se:80)); > # You must install Plugins on your own, this is only an example > # of the correct syntax to use when activating them: > # Plugin( "RT::Authen::ExternalAuth" ); > #Plugin('RT::Extension::SLA'); > #Plugin('RT::Extension::CommandByMail'); > #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); > 1; > > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se > Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > <http://www.uanet.se/> > <http://www.uanet.se/> > > 16 jan. 2017 kl. 15:19 skrev Alex Hall : > > Yes, the regexp would be in there if you've modified it. Can you just post > your entire RT_SiteConfig.pm file (or files if you're using files inside > RT_SiteConfig.d)? That might be the best way for us to see what you're > working with. > > On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson wrote: > >> Hello, >> >> Thank you for your answer. >> Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? >> >> I have renamed the RT site, could that cause anything? >> >> >> *Martin Petersson* >> *IT-Konsult* >> >> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se >> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095 >> >> >> <http://www.uanet.se/> >> <http://www.uanet.se/> >> >> 16 jan. 2017 kl. 15:00 skrev Alex Hall : >> >> My first thought is that you've modified your $EmailSubjectTagRegex >> setting. If you have, there may be a mistake in that which is causing a >> problem. If you have changed it, can you give us its current value? Or >> disable the change and see if replies start working correctly, then debug >> the regexp? >> >> On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson >> wrote: >> >>> Hello, >>> >>> Somehow i get the auto reply ticket that the customer receive. >>> And then when i reply to the ticket it creates a new ticket, whats wrong? >>> >>> I have Ubuntu latest OS and RT 4.4.1 >>> >>> >>> >>> >>> *Martin Petersson* >>> *IT-Konsult* >>> >>> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se >>> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095 >>> >>> >>> <http://www.uanet.se/> >>> <http://www.uanet.se/> >>> >>> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ah...@autodist.com >> >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] When replying to a new ticket a new ticket get created
Yes, the regexp would be in there if you've modified it. Can you just post your entire RT_SiteConfig.pm file (or files if you're using files inside RT_SiteConfig.d)? That might be the best way for us to see what you're working with. On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson wrote: > Hello, > > Thank you for your answer. > Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? > > I have renamed the RT site, could that cause anything? > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se > Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > <http://www.uanet.se/> > <http://www.uanet.se/> > > 16 jan. 2017 kl. 15:00 skrev Alex Hall : > > My first thought is that you've modified your $EmailSubjectTagRegex > setting. If you have, there may be a mistake in that which is causing a > problem. If you have changed it, can you give us its current value? Or > disable the change and see if replies start working correctly, then debug > the regexp? > > On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson wrote: > >> Hello, >> >> Somehow i get the auto reply ticket that the customer receive. >> And then when i reply to the ticket it creates a new ticket, whats wrong? >> >> I have Ubuntu latest OS and RT 4.4.1 >> >> >> >> >> *Martin Petersson* >> *IT-Konsult* >> >> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se >> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095 >> >> >> <http://www.uanet.se/> >> <http://www.uanet.se/> >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Limiting rt-crontool notifications to every n days?
Hi all, RT is sending out notifications for old tickets just like we want it to. If a ticket hasn't been updated in seven days and the status is open or new, the owner gets an email every weekday until the ticket is updated. What I'd like to do, though, is have a way of changing that "every weekday" bit for stalled tickets. Instead of warning users every weekday about tickets that are stalled and haven't been touched in a while, I'd like to warn them once or twice a week. I can't run the cron job that seldom, though, or a ticket could go days longer than it should without being picked up. Is there any way to only send an email to a user if the system has not emailed them in N days? I could add a column to the Tickets table for this, or add a new table, but I always like to stay clear of database schema modifications if I can. Besides, I don't know how to interface with a custom table using RT SQL. Is there any way of doing this? I wouldn't mind lowering active ticket warnings to every other day as well, if I could, so this would help multiple places. Thanks for any thoughts. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] When replying to a new ticket a new ticket get created
My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and see if replies start working correctly, then debug the regexp? On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson wrote: > Hello, > > Somehow i get the auto reply ticket that the customer receive. > And then when i reply to the ticket it creates a new ticket, whats wrong? > > I have Ubuntu latest OS and RT 4.4.1 > > > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se > Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > <http://www.uanet.se/> > <http://www.uanet.se/> > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Warning users before creating new ticket?
Hi all, Someone just asked me if I could add a feature to our RT installation, but I don't know how to go about it. In our customer service queue, we have a custom field for the order number to which the ticket refers. Sometimes, two different reps will start working on the same order without realizing it, thus making the CF the same order number for two tickets. The feature I'm being asked about is a check for other tickets that have that same order number; if any exist, the user gets a warning and can cancel their ticket. They are also told who owns the original ticket. I can see two pieces to this, and how to do them both. The lookup happens in a script tied to ticket creation, and the warning is custom JavaScript that simply pops up a confirm prompt. But how to put these two together is where I'm stuck. How would the results of the script's search get back to Javascript, and how would OK/Cancel in the JS confirm box get back to the script? Alternatively, does something like this already exist that I just don't know about? Thanks for any ideas on this. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Owner not showing in search results?
Never mind the SQL logging question, I got it. Something really weird: in the ticket insertion, I see no owner value at all. Here it is: INSERT INTO Tickets (Resolved, Priority, Starts, Creator, InitialPriority, SLA, Created, LastUpdatedBy, Type, Queue, LastUpdated, Started, Due, Subject, FinalPriority, Status) VALUES ('1970-01-01 00:00:00', '1', '1970-01-01 00:00:00', '28', '1', NULL, '2017-01-05 22:51:29', '28', 'ticket', '5', '2017-01-05 22:51:29', '1970-01-01 00:00:00', '2017-01-07 22:51:29', 'Test', '50', 'new') Of course, I see nothing for the custom field I set either. Still, why would owner not be set in the initial ticket insertion? Later, I see this insertion, for some reason: INSERT INTO Groups (Instance, LastUpdated, Name, Created, LastUpdatedBy, Domain, Description, id, Creator) VALUES ('1164', '2017-01-05 22:51:29', 'Owner', '2017-01-05 22:51:29', '28', 'RT::Ticket-Role', NULL, '4856', '28') I have no idea what that's about. I have to run, so there may be more in the log file I'll get to tomorrow. But what's going on here, and could this explain why owners don't show in search results but they do in ticket displays? Thanks. On Thu, Jan 5, 2017 at 1:40 PM, Alex Hall wrote: > > > On Mon, Nov 28, 2016 at 11:41 AM, Kenneth Marshall wrote: > >> On Mon, Nov 28, 2016 at 11:32:36AM -0500, Alex Hall wrote: >> > Thanks, I didn't know that would happen. I did that to suppress the >> email notification; we want users notified if their tickets change owners, >> but only if that change is NOT from "nobody" to themselves. >> > >> > I just updated the script to record the transaction. It worked, because >> I got the email I wanted suppressed, and the owner still changed. Oddly, >> "nobody" is still the owner when I search for my ticket, though. Should I >> flush a cache or something? Mason cache wouldn't have anything to do with >> this, would it? >> >> Hi Alex, >> >> Well, that is not what I would have expected to happen. I do not know >> enough >> about the DB queries that are being run to generate the search results. >> Probably, >> my next step would be to look at the actual query and see where the >> incorrect >> results are being produced. I am not much help because we use PostgreSQL >> as >> the DB and not MySQL. Sorry, I cannot be of more assistance. >> > > How do I view the actual query being used? Is there a way to get RT to > store it, or some other trick? Thanks. > >> >> Regards, >> Ken >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Owner not showing in search results?
On Mon, Nov 28, 2016 at 11:41 AM, Kenneth Marshall wrote: > On Mon, Nov 28, 2016 at 11:32:36AM -0500, Alex Hall wrote: > > Thanks, I didn't know that would happen. I did that to suppress the > email notification; we want users notified if their tickets change owners, > but only if that change is NOT from "nobody" to themselves. > > > > I just updated the script to record the transaction. It worked, because > I got the email I wanted suppressed, and the owner still changed. Oddly, > "nobody" is still the owner when I search for my ticket, though. Should I > flush a cache or something? Mason cache wouldn't have anything to do with > this, would it? > > Hi Alex, > > Well, that is not what I would have expected to happen. I do not know > enough > about the DB queries that are being run to generate the search results. > Probably, > my next step would be to look at the actual query and see where the > incorrect > results are being produced. I am not much help because we use PostgreSQL as > the DB and not MySQL. Sorry, I cannot be of more assistance. > How do I view the actual query being used? Is there a way to get RT to store it, or some other trick? Thanks. > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] __active__ including stalled tickets?
Okay, I can see that. I was thinking of active/inactive as now, as in a stalled ticket is inactive until someone un-stalls it. But from RT's perspective, it does make sense that a ticket not deleted or resolved is still, in some way, active. I'll have to adjust my crontool script too, or people will get warnings about stalled tickets when I promised they wouldn't. Glad I checked! On Thu, Jan 5, 2017 at 11:12 AM, Matt Zagrabelny wrote: > ...and I see that Shawn has answered, too. Here is what I had to say: > > "stalled" is an active status. I know the word feels "inactive", but > according to the default lifecycle, it is active. > > https://github.com/bestpractical/rt/blob/stable/etc/RT_Config.pm.in#L3034 > > On Thu, Jan 5, 2017 at 10:07 AM, Alex Hall wrote: > > > > > > On Thu, Jan 5, 2017 at 11:01 AM, Matt Zagrabelny > wrote: > >> > >> __Active__ is case sensitive, I believe. > > > > I should have said that I tried capital and lowercase A in my searches, > > along with making the word all caps. I keep getting the same result. > > > >> > >> -m > >> > >> On Thu, Jan 5, 2017 at 9:56 AM, Alex Hall wrote: > >> > Hey all, > >> > I just did a search: > >> > Priority > 9 and Status = '__active__' > >> > Five of the resulting tickets are stalled, but I thought __active__ > >> > ignored > >> > stalled tickets. Any idea why they're appearing? Did I miss a setting > or > >> > something, or is this intended behavior? Thanks. > >> > -- > >> > Alex Hall > >> > Automatic Distributors, IT department > >> > ah...@autodist.com > > > > > > > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] __active__ including stalled tickets?
On Thu, Jan 5, 2017 at 11:01 AM, Matt Zagrabelny wrote: > __Active__ is case sensitive, I believe. > I should have said that I tried capital and lowercase A in my searches, along with making the word all caps. I keep getting the same result. > -m > > On Thu, Jan 5, 2017 at 9:56 AM, Alex Hall wrote: > > Hey all, > > I just did a search: > > Priority > 9 and Status = '__active__' > > Five of the resulting tickets are stalled, but I thought __active__ > ignored > > stalled tickets. Any idea why they're appearing? Did I miss a setting or > > something, or is this intended behavior? Thanks. > > -- > > Alex Hall > > Automatic Distributors, IT department > > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] __active__ including stalled tickets?
Hey all, I just did a search: Priority > 9 and Status = '__active__' Five of the resulting tickets are stalled, but I thought __active__ ignored stalled tickets. Any idea why they're appearing? Did I miss a setting or something, or is this intended behavior? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Ah, got it. If you want to restrict users from seeing the user search option, and from searching tickets, it seems like both Martin's and my emails will do it. The only potential problem I see with mine is that one could still type in a username, though queue/group restrictions should still stop tickets involving that user from appearing. On Thu, Jan 5, 2017 at 9:26 AM, Felix Defrance wrote: > > > Le 05/01/2017 à 12:22, Alex Hall a écrit : > > Martin's suggestion makes sense, but I thought Felix was trying to > restrict user search, not ticket search? That is, he doesn't want users to > be able to search (and thus view the names of) all users? It's quite early > here, so my brain may still be muttled and I could be wrong. > Alex, after I see it was possible to display any tickets via the search > module, I want to restrict this too. > > > > > Sent from my iPhone > > > >> On Jan 5, 2017, at 06:08, Martin Wheldon co.uk> wrote: > >> > >> Hi Félix, > >> > >> I've just tried to configure this on a RT 4.4.1 install using a custom > role and it seems to work fine. > >> Here is the process I carried out. > >> > >> I've got 2 unprivileged users with a single queue, each being the owner > of multiple tickets in that queue. > >> I created a new custom role, then assigned it to the queue. Next I > added the users to the custom role. (Done on the queue, watchers tab) > >> The I added the SeeQueue and ShowTickets permissions to the custom role > on the queue. > >> > >> Now when I login as either of the users I see all the tickets in that > queue owner by those users. > In this case, unprivileged users via (SelfService of course), just see > their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in > foobar". > > In Tickets, I just see "Open tickets" and "Closed Tickets". In both > pages, I just see tickets that users declarated as requestor. > > The custom role not provide an access to see all ticket in the queue (as > elacour told to us). > > Now I understand the goal of the roles, maybe it's possible to > automaticaly add custom role as a watcher to the right queue on all > existing tickets and the futur new ticket. > > Do you think it's possible ? > > Thx > > >> > >> Hope that helps > >> > >> Best Regards > >> > >> Martin > >> > >>> On 2017-01-04 08:45, Emmanuel Lacour wrote: > >>>> Le 03/01/2017 à 18:27, Felix Defrance a écrit : > >>>> Hi all, > >>>> I don't find how I could add ShowTickets or QueueList in > >>>> SelfService. > >>>> I want to allow my unprivileged users, grouped by company name, to > >>>> see all tickets in their queue. > >>>> The group rights on the queue is correctly defined and users could > >>>> access to the tickets by entring the ticket number in the "goto > >>>> Ticket" field (top right in SelfService). > >>>> I have tried to play with CustomRole but it's not working for me. So > >>>> anybody known how I can do it? > >>> SelfService filters ticket list to tickets the user is watcher on > >>> (requestor or Cc). This is hard coded in > >>> share/html/SelfService/Elements/MyRequests: > >>> my $id = $session{'CurrentUser'}->id; > >>> my $Query = "( Watcher.id = $id )"; > >>> if ($status) { > >>>$status =~ s/(['\\])/\\$1/g; > >>>$Query .= " AND Status = '$status'"; > >>> } > >>> so if you wan't to relax this to all tickets users have ShowTicket > >>> rights, you have to modify this query ;) > >>> But I strongly discourage (unless really needed) to setup an RT > >>> instance with one queue per customer, best to think queues per > >>> internal support team and play with customroles/groups or customfields > >>> to set the customer. > > -- > Félix Defrance > PGP: 0x0F04DC57 > > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Martin's suggestion makes sense, but I thought Felix was trying to restrict user search, not ticket search? That is, he doesn't want users to be able to search (and thus view the names of) all users? It's quite early here, so my brain may still be muttled and I could be wrong. Sent from my iPhone > On Jan 5, 2017, at 06:08, Martin Wheldon > wrote: > > Hi Félix, > > I've just tried to configure this on a RT 4.4.1 install using a custom role > and it seems to work fine. > Here is the process I carried out. > > I've got 2 unprivileged users with a single queue, each being the owner of > multiple tickets in that queue. > I created a new custom role, then assigned it to the queue. Next I added the > users to the custom role. (Done on the queue, watchers tab) > The I added the SeeQueue and ShowTickets permissions to the custom role on > the queue. > > Now when I login as either of the users I see all the tickets in that queue > owner by those users. > > Hope that helps > > Best Regards > > Martin > >> On 2017-01-04 08:45, Emmanuel Lacour wrote: >>> Le 03/01/2017 à 18:27, Felix Defrance a écrit : >>> Hi all, >>> I don't find how I could add ShowTickets or QueueList in >>> SelfService. >>> I want to allow my unprivileged users, grouped by company name, to >>> see all tickets in their queue. >>> The group rights on the queue is correctly defined and users could >>> access to the tickets by entring the ticket number in the "goto >>> Ticket" field (top right in SelfService). >>> I have tried to play with CustomRole but it's not working for me. So >>> anybody known how I can do it? >> SelfService filters ticket list to tickets the user is watcher on >> (requestor or Cc). This is hard coded in >> share/html/SelfService/Elements/MyRequests: >> my $id = $session{'CurrentUser'}->id; >> my $Query = "( Watcher.id = $id )"; >> if ($status) { >>$status =~ s/(['\\])/\\$1/g; >>$Query .= " AND Status = '$status'"; >> } >> so if you wan't to relax this to all tickets users have ShowTicket >> rights, you have to modify this query ;) >> But I strongly discourage (unless really needed) to setup an RT >> instance with one queue per customer, best to think queues per >> internal support team and play with customroles/groups or customfields >> to set the customer.
Re: [rt-users] Where to put crontool scripts?
Thanks for the thoughts, everyone. I think we'll keep them under local, in their own folder. Good to know upgrading won't touch anything. Sent from my iPhone > On Jan 5, 2017, at 00:54, Alex Vandiver wrote: > > On Wed, 4 Jan 2017 11:13:38 -0500 > Alex Hall wrote: >> I'm considering putting them in /opt/rt4/etc, maybe in a "crontool-scripts" >> folder, but I don't know what RT upgrades might do to that. > > RT upgrades won't remove any extra files you have lying around. > - Alex
Re: [rt-users] Ticket owner in database set to "no owner shown in search results"
While this is still a mystery, please disregard the below email. I was reading the columns wrong and mistook the subject for the owner. The owner is actually set properly, yet this and another ticket come up if you search for tickets whose owner is 'nobody'. Odd, but not quite as odd as I had in the below message. On Wed, Jan 4, 2017 at 12:18 PM, Alex Hall wrote: > Hi all, > A while ago I was asking why owners don't always show in search results. I > just had a look at one such ticket in the database: > > select * from Tickets where id = 527; > > The "Owner" column is set to the value "no owner shown in search results". > I don't know how it got that way, or what it means. More puzzling still, if > I open the ticket in the web UI, the owner is correct. Yet, this ticket > shows up if I search for tickets in the UI with "Owner='nobody'". Somehow, > RT knows the owner, but in the Tickets table has it set to this odd value > I've never seen. What would cause this and, more importantly, how do I stop > it from happening? > > We have a script set up to make the requestor the owner automatically, but > that's working (I got it straight from the Wiki). This means that users > aren't manually adding themselves as owners, they're relying on the script > to do it for them when the ticket is created. Yet, sometimes, we get a > ticket like the one described above--no owner in the database or searches, > but an owner when you view the actual ticket. Any thoughts as to how to fix > this, and how RT knows the owner? Is it substituting the creator somehow? > I'm very confused! Thanks for any suggestions. > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] How unprivileged users could see all tickets in their queue?
I'm honestly not sure which file you want, but my guess is share/html/Elements/Tabs. In that file is a line that goes something like: $search->child( users ... If you wrap that bit in a conditional, checking that the active user is not a member of the group as I said in a previous message, that should do the job. On Wed, Jan 4, 2017 at 12:21 PM, Felix Defrance wrote: > > > Le 04/01/2017 à 15:47, Alex Hall a écrit : > > > > On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance wrote: > >> >> Le 04/01/2017 à 15:10, Alex Hall a écrit : >> >> Okay, searching users is the problem? I'm not sure, but what about an >> overlay that conditionally shows that part of page templates? You could >> create a group to which you'd assign any user you don't want viewing other >> users, then find the element that displays the user search and add a >> condition to return nothing if the user belongs to that group? >> >> Yes, this is a part of the problem. The second, but not important, it's >> just for the look&feel, the ability to custom "Rt at a glance" by user >> groups. >> >> For the first, I don't known how I can do " then find the element that >> displays the user search and add a condition to return nothing if the user >> belongs to that group" >> >> In one template, I was able to find this snippet to get the user object: > my $user = $session{'CurrentUser'}->UserObj; > > From there, I imagine you could check if the user is a member of a certain > group. Then "return 0" or something like that to stop the element from > loading. My Perl skills aren't worthy of being called skills in any way, > and I've never tried something quite like this, but it's my first thought. > Sorry I can't help more; hopefully a more experienced user has a much > simpler solution for you. :) > > > Do you know if the menu search come from : rt/share/html/Dashboards/Elements/* > ? Or from another file ? > > I don't find documentation about these files and what are they doing :( > > Thanks > > >> >> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance wrote: >> >>> >>> Le 04/01/2017 à 14:02, Alex Hall a écrit : >>> >>> Can you describe your setup more? I'm not sure why unprivileged users >>> would need access to all queue tickets, or why each user would have their >>> own queue? As I understand it, unprivileged users are end users (i.e. >>> customers, those who don't work for your organization). Thus, they >>> shouldn't be able to access an entire queue, only tickets they open. Make >>> them privileged, and restrict their rights by adding them to a certain >>> group, and your life may be a lot easier. >>> >>> Yes! In the begining, that's what I tried to do. Restrict privilieged >>> users. But I didn't find how restrict the access to the SearchUser. >>> >>> A member of a queue can search and view all users. >>> >>> In my setup, a queue and group, are dedicated to a customer. >>> >>> A customer should not be able to fetch other informations that are not >>> inside of their queue. Thus, not be able to search all user in RT database.. >>> >>> Maybe, it's possible to limit the search function to their queue or >>> desactivate the access to the menu search. Do you know about that ? >>> >>> Thanks, >>> >>> >>> For example, you might have a group called "basic users" to which you'd >>> add the users you currently consider unprivileged. That group would have >>> only a few rights, but since its members would be privileged, you wouldn't >>> run into RT's built-in restrictions. >>> >>> As to one queue per user, that would quickly get hard to manage. Queues >>> are for organizing tickets and users. Sure, a queue may have just one user, >>> but each user shouldn't have their own queue. Trying to keep track of the >>> rights of such a setup would be a nightmare, assuming you have a good >>> amount of users. As an example, we have queues for technology, warehouse, >>> customer service, and other divisions within the company. Some queues have >>> a lot of people, some have a few, butthey are all logical groupings of >>> tasks. If I made a new queue for every user, I'd have dozens of them, and >>> tickets would be all over the place! Plus, there's email to consider; if >>> you want to accept incoming emails for ticket
[rt-users] Ticket owner in database set to "no owner shown in search results"
Hi all, A while ago I was asking why owners don't always show in search results. I just had a look at one such ticket in the database: select * from Tickets where id = 527; The "Owner" column is set to the value "no owner shown in search results". I don't know how it got that way, or what it means. More puzzling still, if I open the ticket in the web UI, the owner is correct. Yet, this ticket shows up if I search for tickets in the UI with "Owner='nobody'". Somehow, RT knows the owner, but in the Tickets table has it set to this odd value I've never seen. What would cause this and, more importantly, how do I stop it from happening? We have a script set up to make the requestor the owner automatically, but that's working (I got it straight from the Wiki). This means that users aren't manually adding themselves as owners, they're relying on the script to do it for them when the ticket is created. Yet, sometimes, we get a ticket like the one described above--no owner in the database or searches, but an owner when you view the actual ticket. Any thoughts as to how to fix this, and how RT knows the owner? Is it substituting the creator somehow? I'm very confused! Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Where to put crontool scripts?
Hi all, I'm just wondering if there's a conventional place to store scripts that run crontool jobs? I've got one to notify people of old tickets, but I'll be making more, now that this one is working. Thanks again for all the help with that script, by the way. I'm considering putting them in /opt/rt4/etc, maybe in a "crontool-scripts" folder, but I don't know what RT upgrades might do to that. Is it best to just put them somewhere completely separate, like ~/rt-crontool-scripts, or can I keep them somewhere in the RT directory tree? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] How unprivileged users could see all tickets in their queue?
On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance wrote: > > Le 04/01/2017 à 15:10, Alex Hall a écrit : > > Okay, searching users is the problem? I'm not sure, but what about an > overlay that conditionally shows that part of page templates? You could > create a group to which you'd assign any user you don't want viewing other > users, then find the element that displays the user search and add a > condition to return nothing if the user belongs to that group? > > Yes, this is a part of the problem. The second, but not important, it's > just for the look&feel, the ability to custom "Rt at a glance" by user > groups. > > For the first, I don't known how I can do " then find the element that > displays the user search and add a condition to return nothing if the user > belongs to that group" > > In one template, I was able to find this snippet to get the user object: my $user = $session{'CurrentUser'}->UserObj; >From there, I imagine you could check if the user is a member of a certain group. Then "return 0" or something like that to stop the element from loading. My Perl skills aren't worthy of being called skills in any way, and I've never tried something quite like this, but it's my first thought. Sorry I can't help more; hopefully a more experienced user has a much simpler solution for you. :) > > > On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance wrote: > >> >> Le 04/01/2017 à 14:02, Alex Hall a écrit : >> >> Can you describe your setup more? I'm not sure why unprivileged users >> would need access to all queue tickets, or why each user would have their >> own queue? As I understand it, unprivileged users are end users (i.e. >> customers, those who don't work for your organization). Thus, they >> shouldn't be able to access an entire queue, only tickets they open. Make >> them privileged, and restrict their rights by adding them to a certain >> group, and your life may be a lot easier. >> >> Yes! In the begining, that's what I tried to do. Restrict privilieged >> users. But I didn't find how restrict the access to the SearchUser. >> >> A member of a queue can search and view all users. >> >> In my setup, a queue and group, are dedicated to a customer. >> >> A customer should not be able to fetch other informations that are not >> inside of their queue. Thus, not be able to search all user in RT database.. >> >> Maybe, it's possible to limit the search function to their queue or >> desactivate the access to the menu search. Do you know about that ? >> >> Thanks, >> >> >> For example, you might have a group called "basic users" to which you'd >> add the users you currently consider unprivileged. That group would have >> only a few rights, but since its members would be privileged, you wouldn't >> run into RT's built-in restrictions. >> >> As to one queue per user, that would quickly get hard to manage. Queues >> are for organizing tickets and users. Sure, a queue may have just one user, >> but each user shouldn't have their own queue. Trying to keep track of the >> rights of such a setup would be a nightmare, assuming you have a good >> amount of users. As an example, we have queues for technology, warehouse, >> customer service, and other divisions within the company. Some queues have >> a lot of people, some have a few, butthey are all logical groupings of >> tasks. If I made a new queue for every user, I'd have dozens of them, and >> tickets would be all over the place! Plus, there's email to consider; if >> you want to accept incoming emails for ticket replies, you have to make a >> new Fetchmail or Postfix entry for every single user/queue you have. >> >> I hope this makes some sense. As I said, a lot of this depends on your >> usage pattern and setup concept. If you can explain that to us more, we >> might be able to help better. >> >> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: >> >>> Hello, >>> >>> You right, this rights isn't checked. >>> >>> But I can't view all tickets in selfservice anymore. >>> >>> I verify the same rights in : >>> >>> Admin > Queue, "select the queue name" and Group Rights, select and >>> grant "unprivileged users" to Seequeue & Showtickets >>> >>> In the same section: >>> >>> grant group "compagny name" to Seequeue & Showtickets >>> >>> >>&g
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Okay, searching users is the problem? I'm not sure, but what about an overlay that conditionally shows that part of page templates? You could create a group to which you'd assign any user you don't want viewing other users, then find the element that displays the user search and add a condition to return nothing if the user belongs to that group? On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance wrote: > > Le 04/01/2017 à 14:02, Alex Hall a écrit : > > Can you describe your setup more? I'm not sure why unprivileged users > would need access to all queue tickets, or why each user would have their > own queue? As I understand it, unprivileged users are end users (i.e. > customers, those who don't work for your organization). Thus, they > shouldn't be able to access an entire queue, only tickets they open. Make > them privileged, and restrict their rights by adding them to a certain > group, and your life may be a lot easier. > > Yes! In the begining, that's what I tried to do. Restrict privilieged > users. But I didn't find how restrict the access to the SearchUser. > > A member of a queue can search and view all users. > > In my setup, a queue and group, are dedicated to a customer. > > A customer should not be able to fetch other informations that are not > inside of their queue. Thus, not be able to search all user in RT database.. > > Maybe, it's possible to limit the search function to their queue or > desactivate the access to the menu search. Do you know about that ? > > Thanks, > > > For example, you might have a group called "basic users" to which you'd > add the users you currently consider unprivileged. That group would have > only a few rights, but since its members would be privileged, you wouldn't > run into RT's built-in restrictions. > > As to one queue per user, that would quickly get hard to manage. Queues > are for organizing tickets and users. Sure, a queue may have just one user, > but each user shouldn't have their own queue. Trying to keep track of the > rights of such a setup would be a nightmare, assuming you have a good > amount of users. As an example, we have queues for technology, warehouse, > customer service, and other divisions within the company. Some queues have > a lot of people, some have a few, butthey are all logical groupings of > tasks. If I made a new queue for every user, I'd have dozens of them, and > tickets would be all over the place! Plus, there's email to consider; if > you want to accept incoming emails for ticket replies, you have to make a > new Fetchmail or Postfix entry for every single user/queue you have. > > I hope this makes some sense. As I said, a lot of this depends on your > usage pattern and setup concept. If you can explain that to us more, we > might be able to help better. > > On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: > >> Hello, >> >> You right, this rights isn't checked. >> >> But I can't view all tickets in selfservice anymore. >> >> I verify the same rights in : >> >> Admin > Queue, "select the queue name" and Group Rights, select and >> grant "unprivileged users" to Seequeue & Showtickets >> >> In the same section: >> >> grant group "compagny name" to Seequeue & Showtickets >> >> >> But no effect. >> >> I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue >> & Showtickets but no effect too :( >> >> Another ideas ? >> >> Thanks, >> >> Félix. >> Le 03/01/2017 à 18:39, Alex Hall a écrit : >> >> Have you granted the rights? In Admin > Global > Group Rights, select the >> "unprivileged users" tab, then grant "view queue". That should help, though >> our setup is quite different so I can't verify it. >> >> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >> wrote: >> >>> Hi all, >>> >>> I don't find how I could add ShowTickets or QueueList in SelfService. >>> >>> I want to allow my unprivileged users, grouped by company name, to see >>> all tickets in their queue. >>> >>> The group rights on the queue is correctly defined and users could >>> access to the tickets by entring the ticket number in the "goto Ticket" >>> field (top right in SelfService). >>> >>> I have tried to play with CustomRole but it's not working for me. So >>> anybody known how I can do it? >>> Thank you, >>> >>> -- >>> Félix Defrance >>> PGP: 0x0F04DC57 >>> >>> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ah...@autodist.com >> >> >> -- >> Félix Defrance >> PGP: 0x0F04DC57 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > > > -- > Félix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Can you describe your setup more? I'm not sure why unprivileged users would need access to all queue tickets, or why each user would have their own queue? As I understand it, unprivileged users are end users (i.e. customers, those who don't work for your organization). Thus, they shouldn't be able to access an entire queue, only tickets they open. Make them privileged, and restrict their rights by adding them to a certain group, and your life may be a lot easier. For example, you might have a group called "basic users" to which you'd add the users you currently consider unprivileged. That group would have only a few rights, but since its members would be privileged, you wouldn't run into RT's built-in restrictions. As to one queue per user, that would quickly get hard to manage. Queues are for organizing tickets and users. Sure, a queue may have just one user, but each user shouldn't have their own queue. Trying to keep track of the rights of such a setup would be a nightmare, assuming you have a good amount of users. As an example, we have queues for technology, warehouse, customer service, and other divisions within the company. Some queues have a lot of people, some have a few, butthey are all logical groupings of tasks. If I made a new queue for every user, I'd have dozens of them, and tickets would be all over the place! Plus, there's email to consider; if you want to accept incoming emails for ticket replies, you have to make a new Fetchmail or Postfix entry for every single user/queue you have. I hope this makes some sense. As I said, a lot of this depends on your usage pattern and setup concept. If you can explain that to us more, we might be able to help better. On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: > Hello, > > You right, this rights isn't checked. > > But I can't view all tickets in selfservice anymore. > > I verify the same rights in : > > Admin > Queue, "select the queue name" and Group Rights, select and > grant "unprivileged users" to Seequeue & Showtickets > > In the same section: > > grant group "compagny name" to Seequeue & Showtickets > > > But no effect. > > I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue > & Showtickets but no effect too :( > > Another ideas ? > > Thanks, > > Félix. > Le 03/01/2017 à 18:39, Alex Hall a écrit : > > Have you granted the rights? In Admin > Global > Group Rights, select the > "unprivileged users" tab, then grant "view queue". That should help, though > our setup is quite different so I can't verify it. > > On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance wrote: > >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in SelfService. >> >> I want to allow my unprivileged users, grouped by company name, to see >> all tickets in their queue. >> >> The group rights on the queue is correctly defined and users could access >> to the tickets by entring the ticket number in the "goto Ticket" field (top >> right in SelfService). >> >> I have tried to play with CustomRole but it's not working for me. So >> anybody known how I can do it? >> Thank you, >> >> -- >> Félix Defrance >> PGP: 0x0F04DC57 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > > > -- > Félix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Have you granted the rights? In Admin > Global > Group Rights, select the "unprivileged users" tab, then grant "view queue". That should help, though our setup is quite different so I can't verify it. On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance wrote: > Hi all, > > I don't find how I could add ShowTickets or QueueList in SelfService. > > I want to allow my unprivileged users, grouped by company name, to see all > tickets in their queue. > > The group rights on the queue is correctly defined and users could access > to the tickets by entring the ticket number in the "goto Ticket" field (top > right in SelfService). > > I have tried to play with CustomRole but it's not working for me. So > anybody known how I can do it? > Thank you, > > -- > Félix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Ticket SQL for dates?
Hello list, In a thread a week or two ago, I was asking about the syntax for finding tickets by relative dates, like "3 days ago". It wasn't working, and at least one other list member was able to confirm that it wasn't. I really need this, or something like it, but no workaround I try does anything. First, I took the straight MySQL route, doing advanced searches with queries like Owner = 'ahall' and Status = '__active__' and LastUpdated <= DATE_SUB(CURDATE(), INTERVAL 3 day) But I got an error saying that a value was expected for CURDATE(). I tried DATEDIFF, and a simple "LastUpdated <= (now() - INTERVAL 3 DAYS)", all with similar errors. Hoping it was just something odd in the search interface, I tried this in the cron tool, but I'm getting no tickets at all. Using the RT-recommended syntax of "3 days ago" is convenient, but doesn't work at all. It's like it gets ignored completely--tickets are found with the right status, owner, etc, but never any date considerations whatsoever. Is there anything else I can try in order to get tickets last updated N days ago? I've tried UntouchedInHours, but it relies on this same "N hours ago" syntax and so also fails. I find it hard to believe that 4.4.1 would have been out for so long with such a critical bug, but last time I asked about this, someone else on the list did say they could confirm the problem. Thanks for any answers! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] rt-crontool returns "No recipients found. Not sending."
I just wondered if anyone had any ideas on this. I haven't gotten further than what's in the below message, and I don't know why that isn't working. I see similar addresses to the below in the mail logs all the time, so this has to be some kind of address that RT understands. It just won't send mail. Needless to say, my boss really wants stale ticket alerts to work, and as far as I know, it's this one last problem that is stopping me from doing that. On Thu, Dec 22, 2016 at 4:17 PM, Alex Hall wrote: > Hi all, > Further to my rt-crontool question about notifying ticket owners of > untouched tickets, I've made a bit of progress in that I'm getting a new > error. I tried adding > --transaction first > to the crontool call, and that seemed to do something. Now, I'm getting an > error similar to: > > [17710] [Thu Dec 22 21:04:01 2016] [info]: 776.656-...@example.com> No recipients found. Not sending. > (/opt/rt4/bin/../lib/RT/Interface/Email.pm:806) > > My actions are: > > --action RT::Action::Notify > --action-arg RT::Action::NotifyOwnerOrAdminCc > (also tried) > --action-arg owner > > I don't know where this address is coming from, or what it means, but > clearly some address is being found. Why would it say there are no > recipients found, then? The ticket requestor is the same as the owner, > because we have our RT set up to make that happen on ticket creation, if > that will be a problem. What might I be missing? I'm so close to having > this working! RT4.4.1, Debian 8. Thanks! > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Wiki conventions?
Hi all, I've finally created an account on the RT wiki. This has been a really great resource for me, but there are a lot of pages I've read in the last few months with formatting mistakes, grammar problems, outdated information that's not marked as not working under 4.x, and so on. I don't know how much time I'll have to edit things, but I hope to try to contribute where I can by fixing mistakes when I find them. I might add my own pages eventually, but for now I'll stick to edits. What are the conventions by which Best Practical likes people to operate? For instance, if a page is understandable but could do with better grammar, is it considered polite to correct it, or should it be left alone? What other rules and conventions exist that I should keep in mind? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Putting CF values in email templates?
Hi all, I'm trying to get CF values to conditionally appear in tickets, but when I do, the template breaks and no emails get sent to anyone. I've seen a few ways of doing this in the Wiki, each a bit different and many for different RT versions. Here's my attempt. What did I do wrong? { if(my $orderNumber = $Ticket->CustomFieldValues["Order Number"]) { "Testing printing the order number: " . $orderNumber . "" } } Thank you for any information. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Using DBI for DB2 connection in scripts?
Hello list, I've just gotten a DSN to our iSeries working on the same server that hosts RT. Next, I'll be making a script to auto-set a custom field with a value pulled from that iSeries based on another field. This way, for instance, you can make a ticket with the order number in a CF, and the customer rep gets added to the ticket. The rep comes from the iSeries. What I'm wondering is whether the DBI module in RT can already do this? Can I give it a DSN and some SQL, then get the results? Or do I need to install a separate database Perl module and use that? I know next to nothing about Perl, let alone how to use it to talk to databases, so this may be a stupid question. Still, I thought it worth asking; if the DB module that RT already uses can do this, there's no need to install another one. Side note: if anyone has ever dealt with DB2 from Perl in RT before, any other suggestions or warnings you can offer will be appreciated. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] rt-crontool returns "No recipients found. Not sending."
Hi all, Further to my rt-crontool question about notifying ticket owners of untouched tickets, I've made a bit of progress in that I'm getting a new error. I tried adding --transaction first to the crontool call, and that seemed to do something. Now, I'm getting an error similar to: [17710] [Thu Dec 22 21:04:01 2016] [info]: < rt-4.4.1-17710-1482440641-776.656-...@example.com> No recipients found. Not sending. (/opt/rt4/bin/../lib/RT/Interface/Email.pm:806) My actions are: --action RT::Action::Notify --action-arg RT::Action::NotifyOwnerOrAdminCc (also tried) --action-arg owner I don't know where this address is coming from, or what it means, but clearly some address is being found. Why would it say there are no recipients found, then? The ticket requestor is the same as the owner, because we have our RT set up to make that happen on ticket creation, if that will be a problem. What might I be missing? I'm so close to having this working! RT4.4.1, Debian 8. Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Emailing with NotifyOwnerOrAdminCc action?
In my previous message, the "new" error was because I didn't include --template. Now that I have, I'm back to the original error, in my first message. I've also tried using --action RT::Action::Notify \ --action-arg RT::Action::NotifyOwnerOrAdminCc but I still get the same error (can't call method "message" on an undefined value). I've looked this up online, but only found a few threads, one of which said to use RT::Action::Notify. I don't know what else to try, or why this refuses to work. On Tue, Dec 20, 2016 at 7:48 AM, Alex Hall wrote: > I'm still working on this, and it still hates me. :) I thought of > something this morning and it gave me a different result; I wanted to see > if I was on the right track, at least. Any thoughts? > > After my search and search-arg items, I'm now trying this: > > --action RT::Action::SendEmail \ > --action-arg RT::Action::NotifyOwnerOrAdminCc > > I also tried > > --action-arg 'owner' > > In both cases, I got the error: > > Can't call method "MIMEObj" on an undefined value at > /opt/rt4/bin/../lib/RT/Action/SendEmail.pm line 139 > > This is at least a slightly different error. As I said yesterday, I can't > give a hard-coded email address, as this job will have to email whoever is > the owner of the ticket being worked on. I have to be missing something > obvious about this process! > > On Mon, Dec 19, 2016 at 4:51 PM, Alex Hall wrote: > >> Hi all, >> Now that I'm getting the tickets I want, I'm trying to email the owners >> of those tickets. After my search and search-arg parameters for >> rt-crontool, I'm doing this: >> >> --action RT::Action::NotifyOwnerOrAdminCc \ >> --template "untouched ticket" >> >> I'm missing --action-arg, but I don't know what to put for that since >> NotifyOwnerOrAdminCc will, I presume, take care of it. However, I'm getting >> an error: >> >> can't call method "Message" on an undefined value at >> /opt/rt4/bin/../lib/RT/Action/SendEmail.pm on line 1118 >> >> I'm assuming this is what I mentioned--my missing action-arg--but I don't >> know what to put in there. Right now, the search is limited to just my own >> tickets, but eventually it'll run with no owner restriction so it can >> notify all users. Thus, the email address to use is whatever the owner's >> address is, and I can't hard-code it. What's the trick to getting this to >> work correctly? Thanks! >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ah...@autodist.com >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Emailing with NotifyOwnerOrAdminCc action?
I'm still working on this, and it still hates me. :) I thought of something this morning and it gave me a different result; I wanted to see if I was on the right track, at least. Any thoughts? After my search and search-arg items, I'm now trying this: --action RT::Action::SendEmail \ --action-arg RT::Action::NotifyOwnerOrAdminCc I also tried --action-arg 'owner' In both cases, I got the error: Can't call method "MIMEObj" on an undefined value at /opt/rt4/bin/../lib/RT/Action/SendEmail.pm line 139 This is at least a slightly different error. As I said yesterday, I can't give a hard-coded email address, as this job will have to email whoever is the owner of the ticket being worked on. I have to be missing something obvious about this process! On Mon, Dec 19, 2016 at 4:51 PM, Alex Hall wrote: > Hi all, > Now that I'm getting the tickets I want, I'm trying to email the owners of > those tickets. After my search and search-arg parameters for rt-crontool, > I'm doing this: > > --action RT::Action::NotifyOwnerOrAdminCc \ > --template "untouched ticket" > > I'm missing --action-arg, but I don't know what to put for that since > NotifyOwnerOrAdminCc will, I presume, take care of it. However, I'm getting > an error: > > can't call method "Message" on an undefined value at > /opt/rt4/bin/../lib/RT/Action/SendEmail.pm on line 1118 > > I'm assuming this is what I mentioned--my missing action-arg--but I don't > know what to put in there. Right now, the search is limited to just my own > tickets, but eventually it'll run with no owner restriction so it can > notify all users. Thus, the email address to use is whatever the owner's > address is, and I can't hard-code it. What's the trick to getting this to > work correctly? Thanks! > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Emailing with NotifyOwnerOrAdminCc action?
Hi all, Now that I'm getting the tickets I want, I'm trying to email the owners of those tickets. After my search and search-arg parameters for rt-crontool, I'm doing this: --action RT::Action::NotifyOwnerOrAdminCc \ --template "untouched ticket" I'm missing --action-arg, but I don't know what to put for that since NotifyOwnerOrAdminCc will, I presume, take care of it. However, I'm getting an error: can't call method "Message" on an undefined value at /opt/rt4/bin/../lib/RT/Action/SendEmail.pm on line 1118 I'm assuming this is what I mentioned--my missing action-arg--but I don't know what to put in there. Right now, the search is limited to just my own tickets, but eventually it'll run with no owner restriction so it can notify all users. Thus, the email address to use is whatever the owner's address is, and I can't hard-code it. What's the trick to getting this to work correctly? Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] LastUpdated for tickets not working?
Well, I found something that works. It's not UntouchedInHours, but this query seems to return what I want: select id from Tickets where LastUpdated <= (now() - INTERVAL 10 DAYS); I still have to work out how to email ticket owners, but at least I can get the right tickets now. Odd that the other way doesn't work. How exactly does this "10 days ago" syntax get interpreted? Or is it no longer supported? On Mon, Dec 19, 2016 at 2:48 PM, Alex Hall wrote: > I'm using the Crontool, yes, but I've also been doing searches on the web > interface to see if I could get this to work. My Crontool syntax is > something like: > > /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ > --search-arg "status != 'resolved' and LastUpdated <= '3 days ago'" \ > --action RT::Action \ > --verbose > > Or: > > /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ > --search-arg "status != 'resolved'" \ > --condition RT::Condition::UntouchedInHours \ > --arg-condition 72 \ > --verbose > > This shouldn't be modifying tickets, yet I'm seeing tickets created hours > or minutes ago appearing in the results. Same for my RT web searches for > similar SQL to what's above. > > I'm in the database now, looking at the Tickets table and messing with > queries. I just tried this, but got an empty set: > > select id, LastUpdated > from Tickets > where LastUpdated <= '3 days ago' > order by LastUpdated DESC > limit 10; > > I'm not surprised I got nothing, as I imagine the '3 days ago' syntax is > something RT interprets before giving the query to the database engine. > Still, it was worth a shot. I'm now refreshing my knowledge of date math in > MySQL so I can query exactly what I want, but I hoped UntouchedInHours > would do all that for me. Oh, and yes, LastUpdated does seem to have normal > values in it. They're in GMT time, but they seem to be correct. > > On Mon, Dec 19, 2016 at 2:37 PM, Matt Zagrabelny > wrote: > >> Hi Alex, >> >> On Mon, Dec 19, 2016 at 12:54 PM, Alex Hall wrote: >> > Hello all, >> > I'm trying to get stale ticket alerts working, so am using the >> > UntouchedInHours condition. I've also tried, in SQL: >> > LastUpdated <= '2 days ago' >> > and similar searches. Yet, I always get the same number of tickets as I >> get >> > when I leave the date restriction off completely, and UntouchedInHours >> is >> > always giving me tickets opened today. >> >> I assume you are using rtcrontool. Correct? >> >> How are you alerting? >> >> Is the alerting actually "touching" the tickets thus affecting the query? >> >> You can query the tickets table directly and see the lastupdated >> field. See if that field changes how you would expect when you "touch" >> or "update" a ticket. >> >> -m >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] LastUpdated for tickets not working?
I'm using the Crontool, yes, but I've also been doing searches on the web interface to see if I could get this to work. My Crontool syntax is something like: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ --search-arg "status != 'resolved' and LastUpdated <= '3 days ago'" \ --action RT::Action \ --verbose Or: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ --search-arg "status != 'resolved'" \ --condition RT::Condition::UntouchedInHours \ --arg-condition 72 \ --verbose This shouldn't be modifying tickets, yet I'm seeing tickets created hours or minutes ago appearing in the results. Same for my RT web searches for similar SQL to what's above. I'm in the database now, looking at the Tickets table and messing with queries. I just tried this, but got an empty set: select id, LastUpdated from Tickets where LastUpdated <= '3 days ago' order by LastUpdated DESC limit 10; I'm not surprised I got nothing, as I imagine the '3 days ago' syntax is something RT interprets before giving the query to the database engine. Still, it was worth a shot. I'm now refreshing my knowledge of date math in MySQL so I can query exactly what I want, but I hoped UntouchedInHours would do all that for me. Oh, and yes, LastUpdated does seem to have normal values in it. They're in GMT time, but they seem to be correct. On Mon, Dec 19, 2016 at 2:37 PM, Matt Zagrabelny wrote: > Hi Alex, > > On Mon, Dec 19, 2016 at 12:54 PM, Alex Hall wrote: > > Hello all, > > I'm trying to get stale ticket alerts working, so am using the > > UntouchedInHours condition. I've also tried, in SQL: > > LastUpdated <= '2 days ago' > > and similar searches. Yet, I always get the same number of tickets as I > get > > when I leave the date restriction off completely, and UntouchedInHours is > > always giving me tickets opened today. > > I assume you are using rtcrontool. Correct? > > How are you alerting? > > Is the alerting actually "touching" the tickets thus affecting the query? > > You can query the tickets table directly and see the lastupdated > field. See if that field changes how you would expect when you "touch" > or "update" a ticket. > > -m > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] LastUpdated for tickets not working?
Hello all, I'm trying to get stale ticket alerts working, so am using the UntouchedInHours condition. I've also tried, in SQL: LastUpdated <= '2 days ago' and similar searches. Yet, I always get the same number of tickets as I get when I leave the date restriction off completely, and UntouchedInHours is always giving me tickets opened today. Because the condition and my own query both rely on LastUpdated, I'm starting to suspect that this field may not be working correctly. Is this a know problem in 4.4.1, or--more probably--am I doing something wrong? I'm not getting any errors anywhere, now that UntouchedInHours has been fixed to use RT::Condition and not RT::Condition::Generic, but neither am I getting the tickets I should be. Thanks for any ideas! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] constantly seeing error after RT::Extension::Announce
I'm almost positive I ran that, and the page says I could end up with data duplication if I run it again. Is there a query I could run in the database to check, so I can know for sure? Thanks. On Fri, Dec 16, 2016 at 8:53 PM, Todd Wade wrote: > On 12/16/16 3:57 PM, Alex Hall wrote: > >> Ever since I installed the RT::Extension::Announce plugin, I've seen an >> error repeated over and over in the log (hundreds of times). It's always >> the same: >> >> couldn't load custom field by 'announcement groups' identifier >> > > Hi Alex, > > This sounds like you missed the 'make initdb' step that creates the custom > field: > > https://metacpan.org/pod/RT::Extension::Announce#INSTALLATION > > https://st.aticpan.org/source/BPS/RT-Extension-Announce-1.01 > /etc/initialdata > > Regards, > > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] Where to put Crontool conditions?
Thanks, I now have a Condition folder alongside the Interface folder. Sorry; in my previous message, I mistyped the directory quite badly. That's what I get for going from memory. On Mon, Dec 19, 2016 at 11:26 AM, Emmanuel Lacour wrote: > Le 19/12/2016 à 17:07, Alex Hall a écrit : > > Hi list, > > Where do I put custom conditions for rt-crontool? I'm trying to get > > UntouchedInHours to work. Its page says to place it in > > local/RT/bin/... But I have no bin inside local/RT. I'm assuming that, > > like so many Wiki pages, this is simply not updated for the newer RT > > versions? What's the right path to use under 4.4.1? Thanks. Oh, the > > page I'm using: > > https://rt-wiki.bestpractical.com/wiki/UntouchedInHours > > > like any custom RT scrip condition: local/lib/RT/Condition/ (you need to > create this directory if not yet done). > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] Where to put Crontool conditions?
Hi list, Where do I put custom conditions for rt-crontool? I'm trying to get UntouchedInHours to work. Its page says to place it in local/RT/bin/... But I have no bin inside local/RT. I'm assuming that, like so many Wiki pages, this is simply not updated for the newer RT versions? What's the right path to use under 4.4.1? Thanks. Oh, the page I'm using: https://rt-wiki.bestpractical.com/wiki/UntouchedInHours -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
[rt-users] constantly seeing error after RT::Extension::Announce
Hi all, Ever since I installed the RT::Extension::Announce plugin, I've seen an error repeated over and over in the log (hundreds of times). It's always the same: couldn't load custom field by 'announcement groups' identifier I have no idea what it means or what the cause is. I've done some modifications to the display and CSS of the plugin, but nothing about "announcement groups". What could cause this error, should I worry, and can I fix or hide it? I'm worried it will hide other errors or warnings, given how often it repeats itself. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Transaction appears to have no content
My immediate thought is a rights problem. If you go to Admin > Global > Group Rights, click the Requestors group, and find the rights for the transactions you're sending, are they enabled? Same for the group(s) to which the requestor belongs. That is, can the requestor, at some level, view comments, view ticket, etc? I don't know how rights interact with email notifications, but it's worth checking. Of course, if you've modified that script, you may want to revert to the original one just to see if yours has a bug. On Thu, Dec 15, 2016 at 3:44 PM, Claude EDUMA wrote: > Hello, > > I'm using correspondence template and "On Correspond Notify Requestors and > Ccs" scrip for notify requestors when incident is resolved. but requestor > receive only : > > Transaction appears to have no content. > > when i send comment all is fine. This issue occurre only when i send > message to requestor. > > some ideas ? > > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] All users can comment despite that right being revoked
I've just discovered that "modify tickets" includes--for some strange reason--the comment right. Thus, if we want users to be able to modify other aspects of tickets, they automatically get granted the right to comment as well. This seems like an odd decision, but at least I think I've found the problem. Back to removing the option from the Actions menu, then. I've been searching, but I don't know where this action gets added. I've found a few places where some actions are added to @Actions, but never "comment". You mentioned a rights debugger in 4.6. Is 4.6 out for testing? Rights debugging sounds very useful! On Thu, Dec 15, 2016 at 11:56 AM, Matt Zagrabelny wrote: > Hi Alex, > > On Thu, Dec 15, 2016 at 8:28 AM, Alex Hall wrote: > > Hi all, > > We've just discovered something odd. It seems that all users can comment > on > > tickets, even though we've removed the "comment on tickets" right > everywhere > > we've found it--all groups, privileged users, everyone, etc. I could > simply > > remove the comment action from the actions list, but I'd rather find out > why > > the right revoking isn't doing what I thought. > > > > Is there a way to search the RT database to see where this right is > enabled, > > to check that none of us (admins) missed it somewhere? Is there a second > > right that might cause this action to appear, that isn't called "comment > on > > tickets"? Maybe we've just overlooked something seemingly not important > but > > that actually causes commenting to be granted? > > > > To clarify my "search the database" question: I know SQL and how to query > > the RT database. I just don't know which tables or columns to include, or > > what value to look for. Thanks. > > Have you checked your global rights? > > Admin -> Global -> Groups > > PS. There might be a rights debugger in 4.6. > > -m > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] All users can comment despite that right being revoked
Hi all, We've just discovered something odd. It seems that all users can comment on tickets, even though we've removed the "comment on tickets" right everywhere we've found it--all groups, privileged users, everyone, etc. I could simply remove the comment action from the actions list, but I'd rather find out why the right revoking isn't doing what I thought. Is there a way to search the RT database to see where this right is enabled, to check that none of us (admins) missed it somewhere? Is there a second right that might cause this action to appear, that isn't called "comment on tickets"? Maybe we've just overlooked something seemingly not important but that actually causes commenting to be granted? To clarify my "search the database" question: I know SQL and how to query the RT database. I just don't know which tables or columns to include, or what value to look for. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] supplying database credentials to rt-fulltext-indexer
Neither. For the moment, root runs everything (yes, I know that's enough to get me slapped). 4.4.1 is the only version ever installed from source, thus /opt/rt4/sbin/rt-fulltext-indexer has to be new. The only other version on the server is indeed from 4.2, but is from a Debian package and thus lives in some other sbin folder on the system and not this one. On Mon, Dec 12, 2016 at 1:12 PM, Jeff Voskamp wrote: > On 12/12/16 10:42 AM, Alex Hall wrote: > >> Hi all, >> I think I can say definitely that this is a bug. I added the DB >> credentials to RT_SiteConfig.pm and, suddenly, the indexer started working >> perfectly. Yet RT itself pulls the exact same credentials from >> RT_SiteConfig.d/03-DBInfo.pm with no trouble. I have all my settings in >> multiple files under RT_SiteConfig.d, and they all work. It's just >> rt-fulltext-indexer that seems to have trouble accessing them. This >> explains a lot, and hopefully gets fixed in the next release. Thanks for >> everyone's suggestions and help. >> > Permissions on RT_SiteConfig.d/03-DBInfo.pm are such that the user running > rt-fulltext-indexer can read them? Alternately you're not running > rt-fulltext-indexer from an earlier release (4.2.x) that didn't support > RT_SiteConfig.d? > > Jeff > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] supplying database credentials to rt-fulltext-indexer
Hi all, I think I can say definitely that this is a bug. I added the DB credentials to RT_SiteConfig.pm and, suddenly, the indexer started working perfectly. Yet RT itself pulls the exact same credentials from RT_SiteConfig.d/03-DBInfo.pm with no trouble. I have all my settings in multiple files under RT_SiteConfig.d, and they all work. It's just rt-fulltext-indexer that seems to have trouble accessing them. This explains a lot, and hopefully gets fixed in the next release. Thanks for everyone's suggestions and help. On Sat, Dec 10, 2016 at 5:56 AM, Alex Hall wrote: > I thought it would, but it doesn't seem to be. My db credentials must be > correct, because RT isn't complaining of any db problems, and is working > fine. Is it possible that there's a bug in 4.4.1 that causes this indexer > to get confused by the use of the RT_SiteConfig.d/* files? I use those > instead of a single .pm file. I'll have to try putting my database > credentials in the actual PM file later today, once I'm awake, to see if > that helps. > > Sent from my iPhone > > > On Dec 10, 2016, at 03:47, Alex Vandiver wrote: > > > > On Fri, 9 Dec 2016 17:30:31 -0500 > > Alex Hall wrote: > >> What this file never says is how to tell the indexer tool how to > connect to > >> the database. It clearly isn't pulling from the RT configuration, nor > from > >> /home/www-data/rtrc. > > > > The indexer reads and uses the database configuration from > > your /opt/rt4/etc/RT_Config.pm and /opt/rt4/tec/RT_SiteConfig.pm > > files. rtrc files are _only_ used by the "bin/rt" tool, which is meant > > to be run from other machines than your RT host. > > > > The rt-setup-fulltext-indexer wants to know your DBA username and > > password because it needs to create new tables and indexes, which the > > standard RT database user does not have permissions to do. Once the > > index is set up, updates to the index are done as RT's standard > > database user. > > > > - Alex > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] supplying database credentials to rt-fulltext-indexer
I thought it would, but it doesn't seem to be. My db credentials must be correct, because RT isn't complaining of any db problems, and is working fine. Is it possible that there's a bug in 4.4.1 that causes this indexer to get confused by the use of the RT_SiteConfig.d/* files? I use those instead of a single .pm file. I'll have to try putting my database credentials in the actual PM file later today, once I'm awake, to see if that helps. Sent from my iPhone > On Dec 10, 2016, at 03:47, Alex Vandiver wrote: > > On Fri, 9 Dec 2016 17:30:31 -0500 > Alex Hall wrote: >> What this file never says is how to tell the indexer tool how to connect to >> the database. It clearly isn't pulling from the RT configuration, nor from >> /home/www-data/rtrc. > > The indexer reads and uses the database configuration from > your /opt/rt4/etc/RT_Config.pm and /opt/rt4/tec/RT_SiteConfig.pm > files. rtrc files are _only_ used by the "bin/rt" tool, which is meant > to be run from other machines than your RT host. > > The rt-setup-fulltext-indexer wants to know your DBA username and > password because it needs to create new tables and indexes, which the > standard RT database user does not have permissions to do. Once the > index is set up, updates to the index are done as RT's standard > database user. > > - Alex - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] supplying database credentials to rt-fulltext-indexer
FTS is enabled and working, but it seems to be working only on tickets that were set up when the setup tool was run. According to the docs (rt4/docs/full_text_indexing.pod): To keep the index up-to-date, you will need to run: /opt/rt4/sbin/rt-fulltext-indexer ...at regular intervals. By default, this will only tokenize up to 200 tickets at a time; you can adjust this upwards by passing C<--limit 500>. Larger batch sizes will take longer and consume more memory. What this file never says is how to tell the indexer tool how to connect to the database. It clearly isn't pulling from the RT configuration, nor from /home/www-data/rtrc. On Fri, Dec 9, 2016 at 5:12 PM, Landon Stewart wrote: > On Dec 9, 2016, at 2:06 PM, Alex Hall wrote: > > > I thought the tool I had to run periodically was > /opt/rt4/sbin/rt-fulltext-indexer. > That's the one guides tell me to run; the setup tool seems to be the > initial database adjustment tool, but once it runs once, I thought I had to > run the indexer every so often. The indexer is the tool that refuses > database credentials. Unless the guides on this are wrong, and the setup > one is the one I have to run with cron? > > > I haven't enabled Full Text searching in RT before but I have set it up in > MySQL for other uses. From my experiences with MySQL I believe you setup > the indexes once only with the setup tool for RT and once they are setup > there's no need to 're-index' anything regularly with any crontab or > anything. > > Above all though - do this on a copy of your RT installation/database and > make sure it works before you potentially interrupt the flow of business in > production. > > -- > Landon Stewart > Lead Analyst - Abuse and Security Management > INTERNAP ® > 📧 lstew...@internap.com > 🌍 www.internap.com > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] supplying database credentials to rt-fulltext-indexer
I thought the tool I had to run periodically was /opt/rt4/sbin/rt-fulltext-indexer. That's the one guides tell me to run; the setup tool seems to be the initial database adjustment tool, but once it runs once, I thought I had to run the indexer every so often. The indexer is the tool that refuses database credentials. Unless the guides on this are wrong, and the setup one is the one I have to run with cron? On Fri, Dec 9, 2016 at 4:40 PM, Landon Stewart wrote: > On Dec 9, 2016, at 1:33 PM, Alex Hall wrote: > > > I still don't have this working, so any input would be great. I just > wanted to add that, since my last email on the topic, I've tried putting an > rtrc file in /root, since I'm running this as root for the moment. It > didn't help. I've also looked through the actual file, trying to find where > it gets its credentials from, but all I saw was some kind of database > handler function which I'll have to try to track down. I'm really hoping > someone knows an easier way. After all, I can't be the first to use my own > database name, username, and password who needs this tool to run. > > > /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password secret > > Source: https://docs.bestpractical.com/rt/4.2.12/full_text_indexing.html > > -- > Landon Stewart > Lead Analyst - Abuse and Security Management > INTERNAP ® > 📧 lstew...@internap.com > 🌍 www.internap.com > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] supplying database credentials to rt-fulltext-indexer
I still don't have this working, so any input would be great. I just wanted to add that, since my last email on the topic, I've tried putting an rtrc file in /root, since I'm running this as root for the moment. It didn't help. I've also looked through the actual file, trying to find where it gets its credentials from, but all I saw was some kind of database handler function which I'll have to try to track down. I'm really hoping someone knows an easier way. After all, I can't be the first to use my own database name, username, and password who needs this tool to run. On Thu, Dec 8, 2016 at 10:38 AM, Alex Hall wrote: > Hi all, > I completely forgot to set up rt-fulltext-indexer as a cron job after > initially enabling FTS. When I run it now, it complains that the database > credentials are wrong, and yes, they definitely are. How do I give it the > right ones? I hoped it would pick them up from rtrc, which I made for > rt-email-dashboards, but it doesn't seem to be doing so. I know I've done > this once before, I just don't remember (and can't find) how I did it. > Thanks. > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] missing callbacks in 4.4.1 CSS?
Thanks. By "lib", I assume you just mean to make a folder somewhere, then use "@import myNewLib/myFile.css"? Should I make a replacement for the css file in local/html/NoAut/something that I'm replacing? I actually don't see a static folder around this CSS folder, so I'm not quite sure what should go where.h On Fri, Dec 9, 2016 at 10:35 AM, Matt Zagrabelny wrote: > Hi Alex, > > No need for a callback. Just include your CSS files in a lib. There is a > function call you can make to include a CSS file in /static/css/. This is > the proper way in, at least, 4.2. > > -m > > On Dec 9, 2016 9:55 AM, "Alex Hall" wrote: > >> Hey all, >> I'm trying to add a background image to a div, so went looking for the >> callback the wiki describes. The wiki uses 3.8, and I'm on 4.4.1, but I >> didn't think that mattered. Yet, I can't find any callbacks by looking in >> main.css or base.css, and the wiki's big list of 4.2 callbacks has no css >> at all. I tried >> cd /opt/rt4/share >> find /static/css | xargs grep 'callback' >> >> as well as >> >> find /static/css -name '*.css' | xargs grep 'callback' >> >> but got no results either way. What's the trick to callbacks in 4.4 for >> CSS? Or do I make a copy of one of the CSS files in /opt/rt4/local and >> modify it? Thanks. >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ah...@autodist.com >> >> - >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 >> > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] missing callbacks in 4.4.1 CSS?
Hey all, I'm trying to add a background image to a div, so went looking for the callback the wiki describes. The wiki uses 3.8, and I'm on 4.4.1, but I didn't think that mattered. Yet, I can't find any callbacks by looking in main.css or base.css, and the wiki's big list of 4.2 callbacks has no css at all. I tried cd /opt/rt4/share find /static/css | xargs grep 'callback' as well as find /static/css -name '*.css' | xargs grep 'callback' but got no results either way. What's the trick to callbacks in 4.4 for CSS? Or do I make a copy of one of the CSS files in /opt/rt4/local and modify it? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] error during RT::Extension::Announce initdb
Hi all, I was installing RT::Extension::Announce just now. Running perl Makefile.PL told me to run make initdb for first-time installations, so I did. In the course of that, I got the following error: [23258] [Thu Dec 8 17:39:31 2016] [error]: Invalid Custom Field values source (/opt/rt4/sbin/../lib/RT/Handle.pm:1145) Done inserting data. Done. Is this anything I need to worry about for the extension to work properly, or, in fact, do I need to worry about it for *any* reason? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] supplying database credentials to rt-fulltext-indexer
Hi all, I completely forgot to set up rt-fulltext-indexer as a cron job after initially enabling FTS. When I run it now, it complains that the database credentials are wrong, and yes, they definitely are. How do I give it the right ones? I hoped it would pick them up from rtrc, which I made for rt-email-dashboards, but it doesn't seem to be doing so. I know I've done this once before, I just don't remember (and can't find) how I did it. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] which scripts fire when
Hi all, In my last email, I asked about duplicate messages being sent out and was told to check the RT workflow and enabled scripts. In doing so, I realized I don't quite get how different scripts fire or are ignored. For instance, we have a global script that notifies owner and CCs on ticket correspond. Some queues have the same script, using the same template, because we thought for a while we might need to set different templates on different queues. But we don't, so the global and queue-specific scripts do the same thing. My first thought is that this is causing some of our duplication problems, but it can't be, because people sometimes get just one email, and sometimes three or four. Ideally, I'd like a way to generate a transaction and find out exactly what scripts did what, and what email was sent to whom as a result of each one. Is that kind of monitoring possible? I suspect a debug log would be far more verbose than I need or not provide the kind of detail I'm after, but if that's the only way, that's the only way. Still, if a different option exists, I'd love to know about it. I guess that's it for now. I'd like a way to watch the different scripts do their thing for a single transaction, and I need to better understand how the different scripts decide when to fire and when to stay quiet. Thanks as always! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Preventing duplicate emails
Hello list, Is there an example of a script to prevent duplicate emails? We often have users adding an owner as a CC, or adding someone as a CC and a one-time CC, or for other reasons adding someone to a ticket multiple times. I've accepted that user training won't solve this completely, so is there an example of a script that will? Some way to prevent identical emails going to one person more than once? Or, given that this would be one script and thus couldn't access the details of other scripts when a transaction happens, is this simply not possible? Thanks for any ideas. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] simple search not finding words in subjects?
Hi all, My boss said he couldn't find a ticket that he thought he should be able to find. He was searching a customer name, let's say Custname. I thought at first the problem was that the ticket was resolved, but I was wrong. The problem appears to be that simple search is looking for "content like "searchTerm"". When I changed it to "subject like "searchTerm"", the ticket in question came right up. I guess I need to set simple search to look for "content like "searchTerm" OR subject like "searchTerm"". But I see no way to customize the simple search query in the configuration options. Is this possible? If so, what's the recommended way? In case it matters, we do have full text indexing on. RT4.4.1 on Debian 8. Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Custom fields in saved searches
Hi all, We have one global custom field, 'type', and several other custom fields that only apply to one queue. When we make a saved search for our sales reps so they can see tickets that apply to the customers they manage, we can't include any custom fields in the criteria or display except 'type'. I know this is because the other fields aren't global, but how do we get RT to include these fields? These reps all have access to the queue to which the fields belong, so I'm not sure why they (the fields) won't show up anywhere in the search builder interface. I can't even write them in, although given how many different ways there seem to be to write in a CF, I could just be doing it wrong. Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Owner not showing in search results?
Thanks, I didn't know that would happen. I did that to suppress the email notification; we want users notified if their tickets change owners, but only if that change is NOT from "nobody" to themselves. I just updated the script to record the transaction. It worked, because I got the email I wanted suppressed, and the owner still changed. Oddly, "nobody" is still the owner when I search for my ticket, though. Should I flush a cache or something? Mason cache wouldn't have anything to do with this, would it? > On Nov 28, 2016, at 11:18, Kenneth Marshall wrote: > > Hi Alex, > > You do not record your transaction in your scrip. That means that the > system does not know that a change has been made and to invalidate the > caches. You will either need to record it or live with the result. > > Regards, > Ken > > On Mon, Nov 28, 2016 at 11:12:00AM -0500, Alex Hall wrote: >>>> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => >>>> $Actor, RecordTransaction => 0); > > This should be 1, not 0 to record the transaction and that should flush > the cached info. > - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Owner not showing in search results?
I just wondered if anyone had any more thoughts on this problem. We just set up email dashboards, and they're doing the same thing search results do; owners are often set to 'nobody', but if you go into the ticket, the real owner is shown. Since dashboards and searches use the same display, or seem to, I'm not surprised. But seeing that reminded me that this is still a problem we'd like to get fixed if possible. As I mentioned before, I've made no changes to the search results pages, and the problem appears to be when the owner is set via our script to auto-assign the requestor as the owner. The owner is set correctly if you view the ticket, but not if that ticket appears in a search results page. Thanks. On Fri, Nov 18, 2016 at 9:18 AM, Alex Hall wrote: > We always leave it at the default. I did a search for "queue:technology", > and here's the format it uses: > >'__id__ > /TITLE:#', >'__ > Subject__/TITLE:Subject', >Status, >QueueName, >Owner, >Priority, >'__NEWLINE__', >'__NBSP__', >'__Requestors__', >'__CreatedRelative__', >'__ToldRelative__', >'__LastUpdatedRelative__', >'__TimeLeft__' > > On Fri, Nov 18, 2016 at 9:03 AM, Sinapius, Vinzenz < > vinzenz.sinap...@tracetronic.de> wrote: > >> Hi Alex, >> >> >> >> What is the Format-String of your search? (It’s under the advanced tab, >> when you edit the search) >> >> >> >> The scrip looks fine. >> >> >> >> Cheers, >> >> Vinzenz >> >> Vinzenz Sinapius >> Information Technology | Informationstechnik >> >> *trace**tronic* GmbH >> Stuttgarter Str. 3 >> 01189 DRESDEN >> GERMANY >> >> Phone: +49 351 205768-167 >> Fax: +49 351 205768-999 >> E-mail: vinzenz.sinap...@tracetronic.de >> >> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY >> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, >> Dr.-Ing. Peter Strähle >> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 >> >> >> >> *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im >> Auftrag von *Alex Hall >> *Gesendet:* Freitag, 18. November 2016 14:29 >> *An:* rt-users >> *Betreff:* [rt-users] Owner not showing in search results? >> >> >> >> Hi all, >> >> We have an odd problem. I've put a script in place that sets the >> requestor of a ticket to be its owner, and that works perfectly when >> viewing a ticket--the owner is shown as the requestor. The problem is that >> search results show most tickets as being owned by nobody, but if you click >> a ticket, you see the owner has actually been set as expected. It's just >> search results that don't want to show the owner. >> >> I found this script on the Wiki, and don't know enough about RT's >> internals to say if it does everything it should. Does anyone see any >> possible problems with it that would cause the issue with search results? >> >> >> # get actor ID >> my $Actor = $self->TransactionObj->Creator; >> #if actor is RT_SystemUser then get out of here >> return 1 if $Actor == $RT::SystemUser->id; >> #prevents a ticket being assigned to an unprivileged user, comment out if >> you want this >> return 1 unless $self->TransactionObj->CreatorObj->Privileged; >> #get out unless ticket owner is nobody >> return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; >> #try to change owner >> $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user >> #". $Actor ); >> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => >> $Actor, RecordTransaction => 0); >> unless( $status ) { >> $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" >> ); >> return undef; >> } >> >> return 1; >> >> >> -- >> >> Alex Hall >> >> Automatic Distributors, IT department >> >> ah...@autodist.com >> >> - >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] how to supply db credentials to rt-email-dashboards?
Hi list, I'm trying to run /opt/rt4/sbin/rt-email-dashboards, but am getting an error that the database credentials are not correct. They aren't, but why? If they get picked up from the configuration, they should be correct, since RT itself is running just fine. If they aren't gotten from the configuration files, where do they come from and how can I supply them? The tool's help text didn't list any DB settings as possible flags. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Automatically allow CCs access to tickets out of their queues?
Please disregard the below email. The Graphics guy had been one-time CC-ed, not permanently CC-ed, and no one realized it until just now. Sorry for the pointless message. I do need to find a way to turn one-time CC into permanent, for just this reason. On Fri, Nov 25, 2016 at 3:45 PM, Alex Hall wrote: > Hi all, > We just ran into a situation I expect to happen somewhat frequently. A > graphics worker was CC-ed on a customer service ticket. Graphics would be > overwhelmed with useless information if we gave them access to the Customer > Service queue, and CS people don't care about graphics. But sometimes, > queues do need to cross like this. Of course, Mr. Graphics couldn't view > the ticket because it was a CS ticket, even though he'd been CC-ed and even > gotten an email about it. > > What I'd like to do is grant ticket viewing rights to anyone CC-ed into a > ticket, regardless of group membership. Is that possible to do? I know we > could make teams or temporary groups, but I'd prefer an automated solution > that doesn't require even more work from a staff who are only grudgingly > using the new ticket system to begin with. :) Thanks for any help. > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Automatically allow CCs access to tickets out of their queues?
Hi all, We just ran into a situation I expect to happen somewhat frequently. A graphics worker was CC-ed on a customer service ticket. Graphics would be overwhelmed with useless information if we gave them access to the Customer Service queue, and CS people don't care about graphics. But sometimes, queues do need to cross like this. Of course, Mr. Graphics couldn't view the ticket because it was a CS ticket, even though he'd been CC-ed and even gotten an email about it. What I'd like to do is grant ticket viewing rights to anyone CC-ed into a ticket, regardless of group membership. Is that possible to do? I know we could make teams or temporary groups, but I'd prefer an automated solution that doesn't require even more work from a staff who are only grudgingly using the new ticket system to begin with. :) Thanks for any help. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Emailing dashboards?
Hi all, I know RT can automatically email dashboards to specific users. I've just not sure how to set this up. I found one list of dashboards where a "subscription" column was present in the table, but it only listed a single, global dashboard and not those for a given user. I've been through users and settings, but didn't find it. This must be obvious, but where would I tell users to go to set up subscriptions to their custom dashboards? I just want certain users to get emails once a day with the content of a specific saved search. Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Greetings to recent adopters of RT and invitation for group study
I'm still pretty new to RT, so would like to join such a session. Thanks. Sent from my iPhone > On Nov 22, 2016, at 08:25, Reza wrote: > > Greetings new and recent adopters to RT! > > I recently joined the community and though I have RT running in a production > environment, I have it running in the most basic of installations. > > The best way I learn is through interaction of other newbies and advanced > users. > > Unfortunately I do not have the time and resources to join an RT training > conference as much as I would love to in a heart beat. > > Wondering how many here would be interested to learn / chat / video > conference online - as an international collective, for further knowledge > acquisition through group efforts. > > If you are interested, please reply to this post and I will try to work on > getting a conference line free of charge, or perhaps have a group chat / talk > on Skype or other chat mediums. > > Thanks in advance! > Reza. > > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Timezone set to GMT?
I'm using the RT default, which appears to pull the information from /etc/timezone: my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); And /etc/timezone exists and is set correctly. I can just set the actual value in this file, but I'm still not sure why this doesn't work. On Sat, Nov 19, 2016 at 1:17 AM, Landon Stewart wrote: > On Nov 18, 2016, at 11:40 AM, Alex Hall wrote: > > Hi all, > I have the timezone set in SiteConfig how it came by default, and > /etc/timezone on my server is correct. Yet, I've just noticed that times in > RT are GMT, not Eastern like they should be. I only just noticed this, but > I'm told it has been an ongoing problem. That means I don't know what I > might have changed, or when. > > Is there more to the timezone than letting RT pick it up from > /etc/timezone? Do I need to worry about setting MySQL somehow? The file is > 644, so is readable by everyone. Thanks. > > > This is probably already set in the shipped configuration in > etc/RT_Config.pm as follows but you can override it in etc/RT_SiteConfig.pm > >$Timezone >$Timezone is the default timezone, used to convert times > entered by users into GMT, as they are stored in the database, and back > again; >users can override this. It should be set to a timezone > recognized by your server. > > eg: > Set($Timezone, "US/Eastern"); > > -- > Landon Stewart > Lead Analyst - Abuse and Security Management > INTERNAP ® > 📧 lstew...@internap.com > 🌍 www.internap.com > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Timezone set to GMT?
Hi all, I have the timezone set in SiteConfig how it came by default, and /etc/timezone on my server is correct. Yet, I've just noticed that times in RT are GMT, not Eastern like they should be. I only just noticed this, but I'm told it has been an ongoing problem. That means I don't know what I might have changed, or when. Is there more to the timezone than letting RT pick it up from /etc/timezone? Do I need to worry about setting MySQL somehow? The file is 644, so is readable by everyone. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Owner not showing in search results?
We always leave it at the default. I did a search for "queue:technology", and here's the format it uses: '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, Owner, Priority, '__NEWLINE__', '__NBSP__', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' On Fri, Nov 18, 2016 at 9:03 AM, Sinapius, Vinzenz < vinzenz.sinap...@tracetronic.de> wrote: > Hi Alex, > > > > What is the Format-String of your search? (It’s under the advanced tab, > when you edit the search) > > > > The scrip looks fine. > > > > Cheers, > > Vinzenz > > Vinzenz Sinapius > Information Technology | Informationstechnik > > *trace**tronic* GmbH > Stuttgarter Str. 3 > 01189 DRESDEN > GERMANY > > Phone: +49 351 205768-167 > Fax: +49 351 205768-999 > E-mail: vinzenz.sinap...@tracetronic.de > > Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY > Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. > Peter Strähle > Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 > > > > *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im > Auftrag von *Alex Hall > *Gesendet:* Freitag, 18. November 2016 14:29 > *An:* rt-users > *Betreff:* [rt-users] Owner not showing in search results? > > > > Hi all, > > We have an odd problem. I've put a script in place that sets the requestor > of a ticket to be its owner, and that works perfectly when viewing a > ticket--the owner is shown as the requestor. The problem is that search > results show most tickets as being owned by nobody, but if you click a > ticket, you see the owner has actually been set as expected. It's just > search results that don't want to show the owner. > > I found this script on the Wiki, and don't know enough about RT's > internals to say if it does everything it should. Does anyone see any > possible problems with it that would cause the issue with search results? > > > # get actor ID > my $Actor = $self->TransactionObj->Creator; > #if actor is RT_SystemUser then get out of here > return 1 if $Actor == $RT::SystemUser->id; > #prevents a ticket being assigned to an unprivileged user, comment out if > you want this > return 1 unless $self->TransactionObj->CreatorObj->Privileged; > #get out unless ticket owner is nobody > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > #try to change owner > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user > #". $Actor ); > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => > $Actor, RecordTransaction => 0); > unless( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" > ); > return undef; > } > > return 1; > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ah...@autodist.com > > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Owner not showing in search results?
Hi all, We have an odd problem. I've put a script in place that sets the requestor of a ticket to be its owner, and that works perfectly when viewing a ticket--the owner is shown as the requestor. The problem is that search results show most tickets as being owned by nobody, but if you click a ticket, you see the owner has actually been set as expected. It's just search results that don't want to show the owner. I found this script on the Wiki, and don't know enough about RT's internals to say if it does everything it should. Does anyone see any possible problems with it that would cause the issue with search results? # get actor ID my $Actor = $self->TransactionObj->Creator; #if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; #prevents a ticket being assigned to an unprivileged user, comment out if you want this return 1 unless $self->TransactionObj->CreatorObj->Privileged; #get out unless ticket owner is nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; #try to change owner $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } return 1; -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] questions about crontool user setup
Hi list, I'm looking into email alerts for untouched tickets, and I thought of the crontool right away. In reading its Wiki page, I'm a little confused about setting up the user to run it. RT 4.4.1, Debian 8. Link I've been reading: https://rt-wiki.bestpractical.com/wiki/UseRtCrontool The page says to make an RT user *and* a Unix user. If the tool runs on the server, though, where does the RT user come into it? If I do need both a Unix and RT user, what do I enter into RT as the user's Unix login value? Can I just make my RT user part of the admin group, or should I *only* grant it the two rights the Wiki page mentions (view/modify tickets in all queues)? That is, do I need to grant specific user rights, because of security concerns surrounding making this user a full admin, or can I just make it an admin? Thanks for any explanations. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] FTS enabled in SiteConfig, but not being enabled
Hi all, I found the problem. I've seen "Table" and "TableName" both used in sample configurations, but apparently only one is correct. As soon as I switched to "Table" in my config file, FTS enabled itself. On Tue, Nov 15, 2016 at 11:09 AM, Matt Zagrabelny wrote: > On Tue, Nov 15, 2016 at 9:56 AM, Alex Hall wrote: > > Good thought, but that doesn't seem to have helped. It still says that > > Enable and Indexed are 0 in the system configuration page. > > > > On Tue, Nov 15, 2016 at 10:49 AM, Martin Wheldon > > wrote: > >> > >> Hi Alex, > >> > >> Sounds like you may need to clear the mason cache. > > Clearing the mason cache only affects mason components that have been > updated on disk. > > Changing configuration parameters wouldn't effect any mason components. > > -m > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] FTS enabled in SiteConfig, but not being enabled
Good thought, but that doesn't seem to have helped. It still says that Enable and Indexed are 0 in the system configuration page. On Tue, Nov 15, 2016 at 10:49 AM, Martin Wheldon < martin.whel...@greenhills-it.co.uk> wrote: > Hi Alex, > > Sounds like you may need to clear the mason cache. > > Best Regards > > Martin > > > On 2016-11-15 15:34, Alex Hall wrote: > >> Hi all, >> I've enabled FTS on the database, and restarted the server just to be >> sure. I have this line in one of my config files: >> >> Set( %FullTextSearch, >> Enable => 1, >> Indexed => 1, >> Table => 'AttachmentsIndex'); >> >> And yet, in global > system config, I see that Enable is set to 0, not >> 1. I've looked at the loaded config files, and they include the one >> where I enabled this. After a lot of work yesterday, I did get the >> index program to run without any warnings, so I know that worked. I >> see no errors in the log when RT starts, at least not related to FTS. >> >> I'm on RT 4.4.1, MySQL 5.7, Debian 8. What's the trick to getting FTS >> to work? Thanks! >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ah...@autodist.com >> >> - >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 >> > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] FTS enabled in SiteConfig, but not being enabled
Hi all, I've enabled FTS on the database, and restarted the server just to be sure. I have this line in one of my config files: Set( %FullTextSearch, Enable => 1, Indexed => 1, Table => 'AttachmentsIndex'); And yet, in global > system config, I see that Enable is set to 0, not 1. I've looked at the loaded config files, and they include the one where I enabled this. After a lot of work yesterday, I did get the index program to run without any warnings, so I know that worked. I see no errors in the log when RT starts, at least not related to FTS. I'm on RT 4.4.1, MySQL 5.7, Debian 8. What's the trick to getting FTS to work? Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"
For future readers, my own solution was--thankfully--much simpler. Nowhere that I found in the docs I was reading did it say you had to add the max_allowed_packet setting under a section called [mysqld] in my.cnf. As soon as I did that, my setting took effect, and the full text setup ran perfectly. On Mon, Nov 14, 2016 at 12:10 PM, James Zuelow wrote: > I had success by using Debian’s snapshot server and downgrading MySQL > 5.6.27-2 and then running rt-setup-fulltext-index. That worked perfectly. > > > > You can safely “upgrade” back to your current version after the setup > script runs – the fulltext index maintenance script will run fine. > > > > If downgrading worked, please update my Debian bug report with the version > that did not work for you: http://bugs.debian.org/cgi- > bin/bugreport.cgi?bug=840780 > > > > > > James > > > > *From:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On > Behalf Of *Alex Hall > *Sent:* Monday, November 14, 2016 7:57 AM > *To:* martin.whel...@greenhills-it.co.uk > *Cc:* rt-users > *Subject:* Re: [rt-users] Enabling full text index, getting "MySQL server > has gone away" > > > > Thanks for the correction. I hate to say it, but this didn't change the > results I'm seeing at all. I just updated /etc/mysql/conf.d/mysql.cnf, > restarted MySQL, and ran the full-text index command again. I got the exact > same errors as before. > > > > On Mon, Nov 14, 2016 at 11:50 AM, Martin Wheldon < > martin.whel...@greenhills-it.co.uk> wrote: > > Hi Alex, > > I think the mysql configuration be "max_allowed_packet" rather than > "max_packet_size". > > Best Regards > > Martin > > > > On 2016-11-14 13:54, Alex Hall wrote: > > I should also say that I've already tried setting my MySQL > max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting > the service both times. That hasn't changed the warnings I'm getting, > and I really don't think any attachments are over 5GB. Plus, the first > few warnings are that "st execute failed", not about attachments not > being indexed. > > On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall wrote: > > Hi all, > As the subject says, I'm trying to enable full text indexing. I've > updated MySQL to 5.7 (on Debian 8) and ran > > /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd > > However, I get a bunch of warnings about executing the SQL > statements and, after that, that attachments can't be indexed. In > all cases, the main problem is the same: "the MySQL server has gone > away". The initial connection was successful, so I'm not sure what > the problem is. I also tested the root login after the 5.7 update, > just to be sure it worked, and it was fine. Has anyone ever seen > this happen? Any suggestions on what to do about it? Thanks! > > -- > > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > > > -- > > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > > ----- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Unable to create tickets after MySQL update?
Hi all, Ticket creation is working, now that I've finally gotten it out of strict mode. You'd think it would check its own cnf file for errors on startup, but nope, it doesn't notice until you try to log in using the 'mysql -u' command. Not even an error in the log file. Anyway... Priority is still not sticking, which doesn't surprise me. If RT is inserting a string into an int, MySQL would put a 0 in that field. What did surprise me is that disabling the PriorityAsString extension didn't help. I set the priority to be 15, and when I created the cicket, it was still 0. Yet the log shows none of the messages I've been seeing, as though it thought it worked. Very odd stuff. As to testing, yes, I normally do. I got to work very early today--a Monday--with my mind set on updating MySQL and enabling full text search before people got here and started using the system. Because of the hour, or maybe because the tutorials I'd read made updating sound so easy, I completely forgot to run all this on the test server first. Not a good move on my part. On Mon, Nov 14, 2016 at 4:24 PM, Matt Zagrabelny wrote: > Hi Alex, > > On Mon, Nov 14, 2016 at 10:37 AM, Alex Hall wrote: > > Hello again all, > > I just discovered I have a more serious problem than full-text indexing > not > > working. I'm getting an error when anyone tries to make a ticket, and the > > ticket is never created. Here's the message: > > > > Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed: > Incorrect > > integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1 at > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. > > > > I have the PriorityAsString extension installed, but that's been working > > perfectly for weeks. I've also modified some files so that the user can > > select a priority on the main ticket creation page instead of going to > the > > details view, but that's also been working smoothly. The only major > change > > is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given > the > > error message, I'm not sure. If RT were trying to insert a string like > that > > before, it should have never worked. Is there anything I can do to fix > this? > > I'd rather not revert to 5.5, because I still want that full-text > indexing > > at some point and would rather fix this problem so I can keep trying to > do > > that. Thanks! > > Some thoughts... > > What do your PriorityAsString configs look like? > > Try disabling PriorityAsString. > > I know it doesn't help where you're at right now, but are you testing > your changes in a test environment before making these changes in > production? > > -m > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Unable to create tickets after MySQL update?
Update: still not working. I tried setting sql-mode to an empty string, like it would have been in 5.5, and to all the 5.7 standard ones except strict_trans_tables. Neither helped. Updating existing tickets, and all data retrieval, seem to work fine. It's just that priority getting a string (that looks like a variable pointer) instead of an integer that's causing the problem. Until I fix this, no one can make tickets, so if anyone has any suggestions, please share them. Thanks. On Mon, Nov 14, 2016 at 11:37 AM, Alex Hall wrote: > Hello again all, > I just discovered I have a more serious problem than full-text indexing > not working. I'm getting an error when anyone tries to make a ticket, and > the ticket is never created. Here's the message: > > Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed: > Incorrect integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1 > at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. > > I have the PriorityAsString extension installed, but that's been working > perfectly for weeks. I've also modified some files so that the user can > select a priority on the main ticket creation page instead of going to the > details view, but that's also been working smoothly. The only major change > is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given the > error message, I'm not sure. If RT were trying to insert a string like that > before, it should have never worked. Is there anything I can do to fix > this? I'd rather not revert to 5.5, because I still want that full-text > indexing at some point and would rather fix this problem so I can keep > trying to do that. Thanks! > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"
Thanks for the correction. I hate to say it, but this didn't change the results I'm seeing at all. I just updated /etc/mysql/conf.d/mysql.cnf, restarted MySQL, and ran the full-text index command again. I got the exact same errors as before. On Mon, Nov 14, 2016 at 11:50 AM, Martin Wheldon < martin.whel...@greenhills-it.co.uk> wrote: > Hi Alex, > > I think the mysql configuration be "max_allowed_packet" rather than > "max_packet_size". > > Best Regards > > Martin > > > On 2016-11-14 13:54, Alex Hall wrote: > >> I should also say that I've already tried setting my MySQL >> max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting >> the service both times. That hasn't changed the warnings I'm getting, >> and I really don't think any attachments are over 5GB. Plus, the first >> few warnings are that "st execute failed", not about attachments not >> being indexed. >> >> On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall wrote: >> >> Hi all, >>> As the subject says, I'm trying to enable full text indexing. I've >>> updated MySQL to 5.7 (on Debian 8) and ran >>> >>> /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd >>> >>> However, I get a bunch of warnings about executing the SQL >>> statements and, after that, that attachments can't be indexed. In >>> all cases, the main problem is the same: "the MySQL server has gone >>> away". The initial connection was successful, so I'm not sure what >>> the problem is. I also tested the root login after the 5.7 update, >>> just to be sure it worked, and it was fine. Has anyone ever seen >>> this happen? Any suggestions on what to do about it? Thanks! >>> >>> -- >>> >>> Alex Hall >>> Automatic Distributors, IT department >>> ah...@autodist.com >>> >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ah...@autodist.com >> >> - >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 >> > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Unable to create tickets after MySQL update?
Hello again all, I just discovered I have a more serious problem than full-text indexing not working. I'm getting an error when anyone tries to make a ticket, and the ticket is never created. Here's the message: Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed: Incorrect integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1 at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. I have the PriorityAsString extension installed, but that's been working perfectly for weeks. I've also modified some files so that the user can select a priority on the main ticket creation page instead of going to the details view, but that's also been working smoothly. The only major change is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given the error message, I'm not sure. If RT were trying to insert a string like that before, it should have never worked. Is there anything I can do to fix this? I'd rather not revert to 5.5, because I still want that full-text indexing at some point and would rather fix this problem so I can keep trying to do that. Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"
I should also say that I've already tried setting my MySQL max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting the service both times. That hasn't changed the warnings I'm getting, and I really don't think any attachments are over 5GB. Plus, the first few warnings are that "st execute failed", not about attachments not being indexed. On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall wrote: > Hi all, > As the subject says, I'm trying to enable full text indexing. I've updated > MySQL to 5.7 (on Debian 8) and ran > > /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd > > However, I get a bunch of warnings about executing the SQL statements and, > after that, that attachments can't be indexed. In all cases, the main > problem is the same: "the MySQL server has gone away". The initial > connection was successful, so I'm not sure what the problem is. I also > tested the root login after the 5.7 update, just to be sure it worked, and > it was fine. Has anyone ever seen this happen? Any suggestions on what to > do about it? Thanks! > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Enabling full text index, getting "MySQL server has gone away"
Hi all, As the subject says, I'm trying to enable full text indexing. I've updated MySQL to 5.7 (on Debian 8) and ran /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd However, I get a bunch of warnings about executing the SQL statements and, after that, that attachments can't be indexed. In all cases, the main problem is the same: "the MySQL server has gone away". The initial connection was successful, so I'm not sure what the problem is. I also tested the root login after the 5.7 update, just to be sure it worked, and it was fine. Has anyone ever seen this happen? Any suggestions on what to do about it? Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Making one-time CC permanent CC on ticket creation?
Hello list, I really want to make one-time CC/admin CC people into permanent CCs. I've been all through share/html/Tickets/Create.html, since that's where the form for new tickets points, and I can't find where it actually makes the tickets. I thought all I'd have to do is adjust a few arguments and rewirte the text hints, but that isn't proving to be the case at all. Is there an easier way of doing what I want? Did I miss the obvious in Create.html? Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Safe to upgrade from MySQL5.5?
Hello all, I think I already know the answer, but I want to be sure. I'm running MySQL 5.5 on Debian 8, RT 4.4.1. I want to go to 5.6 or 5.7 to enable full text search. Are there any potential problems in doing this? Does RT use any aspect of MySQL that would be affected by any of the changes made in MySQL between 5.5 and 5.7? Is there anything else, aside from backing up, I should know or consider before upgrading? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Mapping users of a particular LDAP database to a specific queue
My first thought is to use group rights to limit ticket/queue access. That is, let users log in as normal, but add them to a specific queue as a group. That way, you don't need to worry about where they logged in from or were authenticated from. Unless I've misunderstood your question, in which case I'm sorry for the confusion. On Wed, Nov 9, 2016 at 7:30 AM, Maneesh Kumar wrote: > Hello members, > > We have a requirement of mapping users of a particular LDAP database to a > specific queue. This is required to enable users to have access to a > specific queue rather than all queues. The access need to be enabled for > creation of tickets and thereafter for listing his/her open and closed > tickets. > > Please let me know if this is possible and steps to meet this requirement. > > > Maneesh Kumar > > > National PARAM Supercomputing Facility > > HPC Infrastructure and Ecosystem Group > Centre for Development of Advanced Computing > > > --- > [ C-DAC is on Social-Media too. Kindly follow us at: > Facebook: https://www.facebook.com/CDACINDIA & Twitter: @cdacindia ] > > This e-mail is for the sole use of the intended recipient(s) and may > contain confidential and privileged information. If you are not the > intended recipient, please contact the sender by reply e-mail and destroy > all copies and the original message. Any unauthorized review, use, > disclosure, dissemination, forwarding, printing or copying of this email > is strictly prohibited and appropriate legal action will be taken. > > --- > > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Unable to drag files to attach them?
Thanks for the clarification. After talking with more users, it looks like some hadn't tried it since the 4.4.1 update but still assumed it was broken, while others were dropping into the message field and not the drop target. Still others were dragging images from websites, and thinking RT wasn't working when the images failed to copy over. I think this one is resolved, and sorry for the false alarm. On Tue, Nov 8, 2016 at 4:10 PM, Shawn M Moore wrote: > Hi Landon, Alex, > > On Nov 8, 2016, at 14:51, Landon Stewart wrote: > On Nov 8, 2016, at 10:39 AM, Alex Hall wrote: > > > Hi all, > Users are complaining that they can't drag/drop files to attach them to > tickets. I can't see the screen, so don't use a mouse, so can't test this > first-hand. Are there browsers or other variables that are known to stop > this functionality, or did I disable something I shouldn't have? Thanks. > > > I can say that I've never dragged and dropped a file onto a ticket to > attach it. It sounds like users might just be used to sites like imgur and > the like who let you do this because they have scripts that make it > possible and they expect it to be possible for RT. They'll have to click > the "Choose File" button while updating a ticket and actually choose the > file. > > > In RT 4.4, we did add support for dragging and dropping attachments onto > tickets. We have a quick demo of this feature in action at > https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s and described on our > blog at https://bestpractical.com/blog/2015/12/whats-new-in-44- > improved-attachment-handling > > Unfortunately, Alex, it's not clear to me why it would be broken for your > users. If you can provide any more information about what your users are > experiencing as well as which browsers they're trying it in, we may be able > to pinpoint a cause. > > Best, > Shawn > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Unable to drag files to attach them?
I'll pass this along, thanks. I think the confusion, then, is that the text says "Drag files here or click to attach". Odd that it says to drag files if there's no JS to support that feature. I'll see about changing the text in the html so users don't expect this option. On Tue, Nov 8, 2016 at 2:51 PM, Landon Stewart wrote: > On Nov 8, 2016, at 10:39 AM, Alex Hall wrote: > > > Hi all, > Users are complaining that they can't drag/drop files to attach them to > tickets. I can't see the screen, so don't use a mouse, so can't test this > first-hand. Are there browsers or other variables that are known to stop > this functionality, or did I disable something I shouldn't have? Thanks. > > > I can say that I've never dragged and dropped a file onto a ticket to > attach it. It sounds like users might just be used to sites like imgur and > the like who let you do this because they have scripts that make it > possible and they expect it to be possible for RT. They'll have to click > the "Choose File" button while updating a ticket and actually choose the > file. > > With that said - On Sarfari for macOS you can drag a file to the "Choose > File" button and it lights up while you do it but I don't know if that > works on Windows and I don't know if it's the same in all browsers. > > -- > Landon Stewart > Lead Analyst - Abuse and Security Management > INTERNAP ® > 📧 lstew...@internap.com > 🌍 www.internap.com > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] avoiding duplicate emails for transaction types
Hi all, I'm setting up some email notifications, and am wondering how RT handles sub-types of transactions. I'm making a template to be used when a ticket is created, and others for when a ticket has its status or priority changed. Those three are all transactions, but I also have a template that is used for all transactions, to cover anything else. Will RT see that it already has a script assigned to, say, creation and not trigger the general transaction one, or will it run both? Am I better off making or modifying scripts for each transaction type I want, or, like naming templates the same as global ones in queues, will RT be able to handle multiple scripts for one event in a hierarchical way? -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Unable to drag files to attach them?
Hi all, Users are complaining that they can't drag/drop files to attach them to tickets. I can't see the screen, so don't use a mouse, so can't test this first-hand. Are there browsers or other variables that are known to stop this functionality, or did I disable something I shouldn't have? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Ticket owners not always showing in search results
Sorry for all the messages today. My boss just pointed out something odd: our script to make a ticket requestor into the owner works fine, in that viewing the ticket shows the owner. However, a search that turns up multiple tickets will have many owners listed as "nobody in particular". Clicking such a ticket reveals an owner, though. Why would the search sometimes refuse to show the owner, while the ticket page lists one? I haven't modified the results page at all, and while I did modify the ticket display some, I never touched the part that shows the owner. Here's the script (I didn't write it, I borrowed it): # get actor ID my $Actor = $self->TransactionObj->Creator; #if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; #prevents a ticket being assigned to an unprivileged user, comment out if you want this return 1 unless $self->TransactionObj->CreatorObj->Privileged; #get out unless ticket owner is nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; #try to change owner $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } return 1; -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] color-coding tickets by priority?
Hi list, Now that I have priority on the main ticket creation page rather than the details page, people are using it more. I'm expecting the next question I get to be about making tickets of certain priorities more visually striking in results lists. For instance, if a color is 30-50 (our cap is 50), could it be made a different color than the tickets that are 1-29, while tickets at 0 are a third color? RT may already do this, I'm not sure, since I use a screen reader. If it doesn't, can it be made to? At the least, do tickets have a class I could use in CSS to do this? If not, it would be easy enough to add that to the div in the HTML, but before I go making solutions, I wanted to see what RT already had in place. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Searching ticket content?
Hi all, That 'subject' dropdown has content-type, but not just content. Is there a setting I've missed? On Mon, Nov 7, 2016 at 9:16 AM, Kenneth Marshall wrote: > On Mon, Nov 07, 2016 at 08:57:32AM -0500, Alex Hall wrote: > > Hello list, > > Some users at work are wondering if they can search ticket contents? > > There's no way in the search builder, but I know I can plug any SQL I > want > > to into the advanced search. Even if I knew the SQL to use, though, > that's > > only a saved search for that string. Could I somehow offer users a way to > > search for a string they enter when they're ready to search? I don't want > > to expose the actual SQL query, as there's too much chance of a misplaced > > punctuation mark or mistyped character causing errors. Thanks. > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ah...@autodist.com > > > Hi Alex, > > In advanced search, you select 'Content' and the the items to search > for. Does that not work for you? > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Searching ticket content?
Hello list, Some users at work are wondering if they can search ticket contents? There's no way in the search builder, but I know I can plug any SQL I want to into the advanced search. Even if I knew the SQL to use, though, that's only a saved search for that string. Could I somehow offer users a way to search for a string they enter when they're ready to search? I don't want to expose the actual SQL query, as there's too much chance of a misplaced punctuation mark or mistyped character causing errors. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Checking Mason template syntax?
Hi all, I know I can check configuration modules with perl -c, but is there a similar way to check the syntax of Mason templates I'm modifying? They aren't valid Perl, so I can't use that. I imagine RT uses some kind of validation somewhere, though, and I wonder if I can access it directly to confirm my syntax won't kill RT before making a template live? -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] modifying SelfService
I'd also add that you may want to not touch the files in the share directory. You may have a reason for doing it this way that I missed in your message, but generally, RT likes you to copy these files and then modify the copies. This is called an "overlay". https://rt-wiki.bestpractical.com/wiki/CustomizingWithOverlays You'll want to copy any files you want to change into [rt_home]/local/html/[original path]. Modify those files, clear your Mason cache, restart your server, and your changes will take effect. The advantage is not only that you have the original file, but that you can revert to it simply by renaming or erasing your modified version. To change share/html/Tickets/Elements/ShowPriority, for instance, you'd do: cd /opt/rt4/local mkdir html cd html mkdir Tickets cd Tickets mkdir Elements cd Elements cp /opt/rt4/share/html/Tickets/Elements/ShowPriority . You now have a copy of ShowPriority that you can modify as much as you want. On Fri, Nov 4, 2016 at 9:46 AM, Matt Zagrabelny wrote: > Heya, > > > On Fri, Nov 4, 2016 at 8:10 AM, Stehlík Tomáš wrote: > > Hello, > > > > > > > > I have one stupid question – I am trying modify SelfService portal but i > am > > facing that changes into html files are not affecting on the pages. > > > > > > > > For example, modifying > > > > > > > > /opt/rt4/share/html/SelfService/Elements/MyRequests > > > > > > > > I tried to change > > > > > > > > my $Query = "( Watcher.id = $id )"; > > > > > > > > to > > > > > > > > my $Query = "( Watcher.id = 2 )"; > > > > > > > > (to just see what happens) > > > > > > > > And it’s still same (it shows me only my tickets). Even when I change > > You probably need to clear your mason cache: > > sudo find /opt/rt4/var/mason_data/obj -mindepth 1 -delete > sudo service apache2 restart > > -m > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Finding queue priority in script?
Thanks, I found it. I wonder if the lack of documentation is because this is an option under DefaultValue()? It's not wrapped to make its own function, so maybe the docs never picked it up under what I would think of as an expected name? On Wed, Nov 2, 2016 at 5:18 AM, Martin Wheldon < martin.whel...@greenhills-it.co.uk> wrote: > Sorry that should be DefaultValue, not SetDefaultValue. > Should read the question more closely :( > > Martin > > > On 2016-11-02 09:10, Martin Wheldon wrote: > >> Hi Alex, >> >> The file below contains a example of how to set the default values for a >> queue. >> >> share/html/Admin/Queues/DefaultValues.html >> >> Looks like the SetDefaultValue method for Queues isn't documented or a >> least I haven't found where, which seems odd >> as I've always found RT to be very well documented. >> >> Best Regards >> >> Martin >> >> On 2016-11-01 21:50, Alex Hall wrote: >> >>> Hi all, >>> It hit me the other day that instead of trying to move the priority >>> field out of the details view, I could simply make a custom field for >>> priority, then set it in a script on ticket creation. >>> >>> I see in the docs how to set a ticket's priority, but is there a way >>> to get a queue's priority values (initial and maximum)? All our queues >>> will likely share priority settings, so I'm not too worried about >>> this, but I would prefer to base things off a given queue's settings >>> if possible. The docs for Queue objects mention nothing about >>> priority, which seems like an odd ommition. Thanks for any >>> suggestions. >>> >>> -- >>> >>> Alex Hall >>> Automatic Distributors, IT department >>> ah...@autodist.com >>> >>> - >>> RT 4.4 and RTIR training sessions, and a new workshop day! >>> https://bestpractical.com/training >>> * Los Angeles - Q1 2017 >>> >> - >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - Q1 2017 >> > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017